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

Job Details

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