Service Desk Engineer

Responsibilities

First-line Support : Act as the initial contact for users experiencing IT issues via phone, email, and ticketing system.

Incident Management : Accurately log, prioritize, and manage support tickets, ensuring timely resolution or escalation.

Troubleshooting : Diagnose and resolve hardware, software, and network-related problems with a focus on first-contact resolution.

System Maintenance : Assist with user administration tasks, including account creation, password resets, and system access management.

Escalation : Escalate complex or unresolved issues to the appropriate higher-tier support teams with detailed documentation.

Collaboration : Work collaboratively with other IT teams and departments to resolve issues and improve service delivery.

Operating systems : Solid familiarity with common operating systems, primarily Windows, is expected. Understanding of navigating system files, settings, and the control panel.

Networking basics : A basic grasp of networking principles is necessary for troubleshooting connectivity issues, including understanding TCP / IP, DNS, DHCP, and how to configure network settings.

Hardware and software troubleshooting : Candidates should demonstrate a basic understanding of computer.

Problem-solving and analytical thinking : The ability to approach a problem logically, gather information, and follow a troubleshooting process is the single most important skill.

Communication : A Service Desk agent must be able to translate complex technical information into clear, simple language for non-technical users. Excellent verbal and written communication is critical for phone support, ticket logging, and user-facing emails.

Customer service and empathy : This role is often customer-facing; employees will interact with frustrated or stressed users. A patient, calm, and friendly demeanor is essential for creating a positive support experience.

Patience and stress management : The ability to remain calm under pressure and handle multiple urgent requests simultaneously is a key attribute for success in a busy Service Desk environment.

Resourcefulness and initiative : An excellent entry-level candidate is a self-starter who knows how to find answers by using knowledge bases, documentation, and online resources. They show a willingness to learn without constant supervision.

Qualifications and Skills

Experience with first-line support via phone, email, and ticketing system.

Strong incident management and documentation skills.

Basic troubleshooting of hardware, software, and networking issues.

Proficiency with Windows operating systems and system administration.

Knowledge of TCP / IP, DNS, DHCP, and network configuration.

Excellent communication abilities, both verbal and written.

Strong customer service orientation and empathy.

Ability to stay calm and manage stress in a fast-paced environment.

Self-motivated, resourceful, and capable of working independently.

Entry-level or equivalent experience in a service desk or support role.

Job Details

Seniority level : Entry level

Employment type : Full-time

Job function : Information Technology

Industries : Business Consulting and Services

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