IT Service Desk Engineer

Associate Manager - IT Service Desk Engineering

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Job Description

The role involves supporting employees with all IT-related technical issues, diagnosing hardware and software problems, providing effective assistance, and maintaining strong customer relationships.

He / she must be knowledgeable in a broad range of IT policies and procedures, with the maturity and reliability to provide accurate and consistent user support. Responsibilities include troubleshooting, problem-solving, taking ownership of calls, researching solutions, and testing applications on new desktop builds.

Responsibilities

• Monitor system availability, latency, and health; troubleshoot and analyze performance issues.
• Respond promptly to alarms and service requests.
• Ensure high service availability; diagnose server or network issues.
• Communicate with product teams; notify relevant parties of issues affecting operations.
• Support application infrastructure to reduce risks and bugs.
• Contribute to meeting SLAs for service availability.
• Read manuals, conduct diagnostics, and resolve technical problems.
• Develop technical skills and training materials; train users on hardware and software.
• Respond to user requests and provide L1 support.

Qualifications

Preferred Qualifications

Experience

Technical Competencies

Behavioral Competencies

Additional Details

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