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 pro...