Service Desk Engineer

We are looking for a highly motivated Service Desk Analyst to provide first-level technical support to end users across global locations.

Must Have - Excellent spoken English skills

Key Responsibilities

• Serve as the first point of contact for IT-related issues.

• Handle customer interactions through phone, email, and chat.

• Log, categorize, prioritize, and resolve incidents and service requests.

• Troubleshoot issues related to:

• Windows Operating Systems

• Microsoft Office 365

• Outlook

• Active Directory

• VPN

• Printers

• Basic Network Connectivity

• Manage tickets using ServiceNow, Remedy, Jira, Zendesk, or similar tools.

• Ensure SLA compliance.

• Escalate unresolved issues to appropriate support teams.

• Maintain accurate documentation and ticket notes.

• Deliver excellent customer service experience.

Required Skills

Technical Skills

• Windows 10/11
• Office 365
• Outlook Troubleshooting
• Active Directory
• Password Reset
• VPN Support
• ServiceNow / Remedy
• Incident Management
• Remote Desktop Support

Soft Skills

• Excellent spoken English
• Neutral accent preferred
• Active listening
• Customer-centric approach
• Ability to explain technical issues clearly
• Strong interpersonal skills