Job Description

ServiceDesk E2 , ITIL, Windows, MAC, Networking

Roles & Responsibilities

Ticket Logging: Receive, log, and categorize incidents and service requests.

First-Level Support: Provide initial troubleshooting and resolution using knowledge base.

User Assistance: Support users with common issues (password reset, access, basic IT issues).

Escalation: Identify unresolved issues and escalate to L2/L3 as per SLA.

SLA Adherence: Ensure timely response and resolution within agreed SLAs.

Documentation: Update tickets with accurate actions and resolution details.

Communication: Keep users informed on status and closure.

Generic Managerial Skills, If any

Understand SLA’s and KPI’s

Service Desk Engineer

Quick Overview