About the job
We are looking for an experienced IT Service Desk Engineer to provide first-line technical support to customers, guests, and internal users. The role involves managing service desk tickets, troubleshooting hardware and software issues, supporting user onboarding and offboarding, and maintaining IT asset and access records while ensuring timely resolution of incidents and a high level of customer satisfaction.
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Key Responsibilities
Service Desk & Technical Support
- Monitor, manage, and resolve IT service desk tickets within defined Service Level Agreements (SLAs).
- Diagnose and troubleshoot hardware, software, network, email, and application-related issues.
- Escalate complex or unresolved incidents to the appropriate technical teams and follow up until resolution.
- Maintain accurate documentation of incidents, service requests, troubleshooting steps, and resolutions.
- Provide regular updates to users regarding ticket status and progress.
Customer & End-User Support
- Provide technical assistance through email, phone, and remote support tools.
- Assist customers and guests with IT access, connectivity, and system-related issues.
- Deliver professional, customer-focused support while maintaining service quality and user satisfaction.
User Onboarding & Offboarding
- Create and configure user accounts, email access, application permissions, and system access.
- Configure and deploy laptops, desktops, mobile devices, and other IT peripherals.
- Coordinate with HR and department managers to ensure smooth and timely onboarding.
- Deactivate accounts, revoke system and network access, and recover company-issued IT assets during offboarding.
- Ensure onboarding and offboarding activities comply with organizational security policies.
IT Asset & Access Management
- Maintain accurate IT asset inventories and equipment allocation records.
- Assist with software licensing, device management, and access administration.
- Maintain documentation related to user accounts, asset assignments, and IT support procedures.
- Support compliance with IT security policies and access control requirements.
Required Qualifications & Experience
- Bachelor's degree or Diploma in Information Technology, Computer Science, or a related field.
- Minimum 2 years of experience in an IT Service Desk, Help Desk, or Technical Support role.
- Hands-on experience with ticketing platforms such as ServiceNow, Jira Service Management, Fresh service, or similar tools.
- Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory.
- Experience in user account administration, access management, and IT troubleshooting.
- Familiarity with remote support tools and IT service management processes.
Required Skills
- Strong troubleshooting and problem-solving abilities.
- Excellent communication and customer service skills.
- Ability to manage multiple tickets and prioritize tasks effectively.
- Strong documentation, reporting, and follow-up skills.
- Understanding of ITIL principles and incident management processes.
- Ability to work independently and collaboratively with technical teams.
Preferred Certifications
- ITIL Foundation.
- Microsoft 365 Fundamentals (MS-900).
- CompTIA A+ or equivalent.
- Microsoft Modern Desktop Administrator certifications.
