About this role
A Service Desk Engineer acts as the primary point of contact for IT support. They are responsible for diagnosing, troubleshooting, and resolving hardware, software, and network issues while ensuring high system availability and user satisfaction across the organization
Incident Management: Log, prioritize, and track user-reported IT incidents using IT Service Management (ITSM) ticketing systems, resolving issues within defined Service Level Agreements (SLAs). Technical Troubleshooting: Diagnose and resolve problems with operating systems (Windows, macOS), business applications, printers, and network connectivity. Hardware & Software Setup: Install, configure, and maintain computer systems, peripherals, and software, including onboarding/offboarding hardware provisioning. Escalation & Resolution: Provide 1st and 2nd tier support, escalating complex or unresolvable issues to higher-tier engineering teams
Graduate