Engineer - Service Desk

Role Summary

We are looking for a proactive and customer-focused Service Desk Analyst with 2–5 years of experience in IT support and incident management. The role involves handling end-user issues, adhering to ITIL processes, and ensuring timely incident resolution to maintain high service quality and customer satisfaction.

Main Tasks

• Act as the first point of contact for all IT-related incidents and service requests via phone, chat, or ticketing system.
• Log, categorize, and prioritize incidents based on impact and urgency in ServiceNow (or other ITSM tools).
• Troubleshoot and resolve hardware, software, and network issues within agreed SLAs.
• Escalate unresolved incidents to the appropriate L2/L3 teams, ensuring proper handover and documentation.
• Follow ITIL-based Incident Management and Request Fulfillment processes.
• Provide end-user support for standard applications, systems access, and password resets.
• Maintain detailed and accurate ticket documentation and work logs.
• Contribute to the Knowledge Base by creating and updating procedural guides and FAQs.
• Participate in incident reviews and continuous improvement initiatives.
• Ensure high customer satisfaction through effective communication and timely updates.

Your Profile

• Bachelor’s degree in IT, Computer Science, or related field.
• 2–5 years of experience in IT Service Desk or technical support.
• Strong understanding of ITIL processes, especially Incident Management.
• Hands-on experience with ServiceNow, Remedy, or similar ITSM tools.
• Excellent troubleshooting skills for Windows, O365, VPN, and basic networking.
• Strong written and verbal communication skills.
• Ability to work in a fast-paced, global support environment.
• ITIL v3/v4 Foundation certification preferred.