Service Desk Engineer

Role OverviewWe are seeking a Service Desk Engineer to provide end-user support and deliver high-quality technical assistance across enterprise environments. The ideal candidate will possess strong troubleshooting capabilities, excellent customer service skills, and experience supporting Windows, Mac, networking, and IT service management processes.Required Technical / Functional SkillsHands-on experience in Service Desk / End User Support (E2 Support)Strong understanding of ITIL processes and IT Service Management practicesGood knowledge of Windows and Mac operating systemsBasic to intermediate networking knowledge and troubleshooting skillsStrong communication, customer support, and stakeholder management skillsKey ResponsibilitiesIncident & Service Request ManagementReceive, log, categorize, prioritize, and manage incidents and service requests through ticketing systems.Ensure accurate ticket tracking and ownership throughout the support lifecycle.Technical Support & TroubleshootingProvide first-level technical support for hardware, software, operating systems, applications, and access-related issues.Troubleshoot and resolve user issues using knowledge bases, standard procedures, and support documentation.End User SupportSupport users with password resets, account management, access requests, system configurations, and general IT-related issues.Deliver a positive customer experience through timely communication and effective issue resolution.Escalation & CoordinationIdentify complex or unresolved issues and escalate them to appropriate L2/L3 teams while ensuring smooth handoffs and follow-ups.Coordinate with internal support teams to ensure timely resolution of critical issues.Service Delivery & SLA ManagementEnsure incidents and service requests are handled within defined SLAs and support metrics.Monitor ticket queues and proactively manage workload to maintain service quality.Documentation & CommunicationMaintain accurate documentation of incidents, troubleshooting activities, resolutions, and support procedures.Provide regular updates to users regarding ticket status, progress, and resolution timelines.Preferred SkillsStrong analytical and problem-solving capabilitiesAbility to work effectively in fast-paced support environmentsCustomer-focused mindset with strong interpersonal skillsAbility to prioritize multiple tasks and manage competing priorities effectivelyEducationBachelor’s degree in Information Technology, Computer Science, or related field preferred.