Service Desk Engineer

• Provide first-level technical support to users through phone, email, ticketing systems, and remote support tools.
• Log, track, prioritize, and resolve IT incidents and service requests within agreed SLA timelines.
• Troubleshoot issues related to desktops, laptops, printers, Microsoft Office, and other business applications.
• Support Microsoft Windows operating systems, Microsoft 365, Outlook, and Microsoft Teams.
• Assist with user account creation, password resets, access permissions, and Active Directory.
• Diagnose basic network connectivity issues, including LAN, Wi-Fi, VPN, and internet access.
• Install, configure, and maintain IT hardware and software.
• Escalate complex technical issues to the appropriate IT support teams.
• Maintain accurate records of incidents, resolutions, and user communications.
• Follow IT security policies, procedures, and standard operating guidelines.
• Provide timely updates to users and ensure customer satisfaction.

Desired Candidate Profile

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
• 2–5 years of experience in IT support or service desk operations.
• Good knowledge of Windows operating systems and Microsoft 365 applications.
• Experience with Active Directory, user account management, and basic networking.
• Familiarity with IT service management (ITSM) and ticketing tools such as ServiceNow, Jira Service Management, or BMC Remedy.
• Strong troubleshooting, communication, and problem-solving skills.
• Ability to manage multiple tickets and prioritize issues based on urgency.
• Basic understanding of ITIL processes and SLA management.
• ITIL Foundation certification is an advantage.