Service Desk Engineer

Key Responsibilities
Act as the first-line support for IT-related incidents and service requests
Receive, log, and track incidents using the ITSM/ticketing tool (e.g., ServiceNow, Remedy, etc.)
Provide troubleshooting and resolution for basic hardware, software, network, and application issues
Support users with:
Windows OS / basic macOS issues
MS Office / O365 applications
Password resets and account lockouts (AD)
VPN, email, printer, and connectivity issues
Follow ITIL-based processes for incident, request, and problem management
Escalate unresolved issues to L2/L3 teams with proper documentation
Meet SLA, quality, and customer satisfaction targets
Maintain accurate documentation and knowledge base articles
Work in 24/7 rotational shifts, including weekends and public holidays (if required)
Communicate clearly and professionally with end users and stakeholders
Required Skills & Qualifications
Technical Skills
Basic understanding of:<...