Service Desk Engineer

Job Role

Service Desk Operations & Ticket Management

• Serve as the first point of contact for IT support requests via ticketing systems, email, phone, or chat.

• Log, categorize, prioritize, and resolve incidents and service requests in line with ITIL practices and SLAs.

• Ensure accurate ticket updates, resolution notes, and timely closure.

• Escalate unresolved or complex issues to appropriate L2/L3 teams while maintaining ownership and follow-up.

End-User Support (Hardware & Software)

• Provide troubleshooting and support for end-user hardware, including desktops, laptops, peripherals, and accessories.

• Support operating systems and common business applications.

• Assist with software installation, configuration, and basic troubleshooting.

• Support remote and onsite users using approved remote support tools.

User Account & Access Administration

• Create, modify, and deactivate user accounts in Active Directory and related systems.

• Reset passwords, manage group memberships, and support basic identity and access management tasks.

• Assist with onboarding and offboarding activities following security and HR procedures.

Collaboration & Productivity Tools

• Support email services and Microsoft 365 tools, including Outlook, Teams, OneDrive, and SharePoint.

• Assist users with mailbox configuration, access issues, and basic collaboration features.

• Support soft phone and hard phone front-end user issues (basic voice client troubleshooting).

Systems Monitoring & Basic Administration

• Monitor IT systems, endpoints, and services using approved monitoring tools.

• Identify and report alerts, incidents, or performance issues to senior teams.

• Perform basic system checks and health verification as per documented procedures.

Delegated L2 Support Activities

• Perform delegated tasks from L2 teams in network, systems, and security areas under supervision.

• Execute predefined scripts, standard changes, and routine administrative activities.

• Support basic network connectivity troubleshooting (wired and wireless) at the user level.

Documentation & Knowledge Management

• Maintain accurate documentation for resolved issues, procedures, and FAQs.

• Contribute to the service desk knowledge base and operational runbooks.

• Follow standard operating procedures and update documentation when changes occur.

Customer Experience & Continuous Improvement

• Deliver professional, courteous, and customer-focused support at all times.

• Ensure compliance with IT policies, security guidelines, and data handling standards.

Qualification needed

• Computer Science or Engineering graduates.
• Studying of CCNA & MSCA