IT Service Desk Engineer (225-724)

As an IT Service Desk Engineer, you will serve as a pivotal point of contact for our clients, delivering exceptional technical support and customer service. In this role, you will address and resolve various IT-related issues, ensuring a seamless experience for all users. Your primary focus will be on troubleshooting, diagnosing, and resolving hardware and software problems while maintaining thorough documentation of each case. You will work closely with other IT team members to escalate and resolve complex issues promptly. This position requires excellent communication skills, a flair for problem-solving, and a keen ability to remain calm under pressure. As you grow in this role, you will contribute to the optimization of service desk processes, participate in team projects, and stay updated on emerging technologies to continually enhance user satisfaction.

Responsibilities

• Respond promptly and professionally to technical support requests from users.
• Diagnose and resolve hardware and software issues across various platforms.
• Document all interactions and solutions in the service desk ticketing system.
• Escalate unresolved issues to appropriate internal teams, if necessary.
• Maintain a high level of customer service while delivering technical support.
• Collaborate with IT staff and management for complex problem resolution.
• Assist in the deployment and configuration of new technology implementations.
• Update users on the progress of their requests and resolutions timely.
• Identify recurring issues and contribute to the development of resolution strategies.
• Stay informed on the latest IT developments and support protocols.
• Adhere to company policies and regulatory requirements when handling data.
• Participate in training and knowledge-sharing sessions with team members.

Requirements

• Bachelor’s degree in Information Technology or a related field preferred.
• Proven experience in a technical support role or similar position required.
• Strong knowledge of computer systems, networks, and IT infrastructure.
• Excellent problem-solving skills and ability to handle stressful situations.
• Outstanding verbal and written communication skills are essential.
• Familiarity with help desk software and remote control tools is advantageous.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• A customer-focused attitude and keen attention to detail are necessary.
• Certifications such as CompTIA A+, Microsoft, or similar are a plus.