Service Desk Engineer

The L1 Service Desk Administrator is the first point of contact for end-users seeking technical assistance. This role involves handling incoming requests, troubleshooting basic IT issues, escalating complex problems, and ensuring smooth day-to-day IT operations. The administrator provides timely support to maintain productivity across the organization.

Key Responsibilities :

• Serve as the initial contact for IT-related queries via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Provide first-level troubleshooting for hardware, software, network, and application issues.
• Reset passwords, manage user accounts, and assist with access permissions.
• Guide users through step-by-step solutions for common technical problems.
• Escalate unresolved issues to L2/L3 support teams with detailed documentation.
• Monitor and follow up on open tickets to ensure timely resolution.
• Maintain knowledge base articles and update documentation for recurring issues.
• Ensure compliance with IT policies, security standards, and service-level agreements (SLAs).
• Deliver excellent customer service and maintain professional communication with end-users.

Required Skills & Qualifications: 

• Basic knowledge of operating systems (Windows, macOS, Linux) and common applications (MS Office, email clients).
• Familiarity with networking fundamentals (IP, DNS, VPN, Wi-Fi troubleshooting).
• Experience with ticketing systems (ServiceNow, Jira, Zendesk, or equivalent).
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Ability to work in a fast-paced environment and manage multiple tasks.

Desired Attributes:

• Customer-focused mindset with patience and empathy.
• Willingness to learn and grow into advanced IT support roles.
• Team player with adaptability to changing priorities.
• Attention to detail and commitment to quality service delivery.