IT Service Desk Engineer 19O25

An IT Service Desk Engineer is a pivotal role within any organization’s IT department, responsible for providing front-line support for technical issues, ensuring smooth and efficient operations of IT services. This position involves troubleshooting and resolving IT-related problems, assisting users with hardware and software inquiries, and escalating issues to higher levels of support when necessary. The ideal candidate will possess excellent technical knowledge across a variety of platforms and systems, coupled with outstanding communication skills to effectively convey solutions and instructions to a diverse user base. The IT Service Desk Engineer must also be able to work well under pressure, managing multiple tasks simultaneously, and providing exceptional customer service to maintain a high level of user satisfaction.

Responsibilities

• Provide first-line support by investigating and resolving technical issues promptly.
• Respond to service requests and incidents within agreed service level agreements.
• Document troubleshooting steps and resolutions in the ticketing system accurately.
• Maintain communication with users throughout the lifecycle of a support call.
• Collaborate with IT teams to facilitate system upgrades and updates as needed.
• Assist in the configuration, deployment, and maintenance of hardware and software.
• Perform remote and on-site troubleshooting for network and connectivity issues.
• Create and maintain user accounts, permissions, and passwords in accordance with policies.
• Conduct training sessions and provide technical guidance to users when necessary.
• Escalate complex issues to senior engineers or specialized teams when required.
• Monitor system performance and report anomalies to relevant stakeholders for resolution.
• Prepare and maintain accurate documentation of processes and knowledge base articles.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Proven experience in an IT support or technical helpdesk environment is required.
• Strong knowledge of Windows and Mac OS operating systems is essential.
• Familiarity with network troubleshooting tools and techniques is necessary.
• Ability to communicate technical information in a clear and understandable manner.
• Excellent problem-solving skills and attention to detail are critical for success.
• Familiarity with ITIL processes and certification is considered an advantage.