Service Desk Engineer

We are seeking a dedicated and customer-focused Service Desk Agent with 5-7 years of experience to join our IT team. The ideal candidate will be responsible for providing first-level technical support to end-users, resolving IT-related issues, and ensuring a high level of customer satisfaction.

Key Responsibilities:

• Provide first-level technical support to end-users via phone, email, or chat.
• Diagnose and resolve hardware, software, and network issues.
• Log and track all incidents and service requests in the ticketing system.
• Escalate complex issues to higher-level support teams as necessary.
• Follow up with users to ensure issues are resolved and provide updates on the status of their requests.
• Maintain and update knowledge base articles and documentation.
• Assist in the setup and configuration of new hardware and software.
• Participate in team meetings and contribute to continuous improvement initiatives.

Required Skills and Qualifications:

• 5-7 years of experience in a service desk or technical support role.
• Strong knowledge of Windows operating systems, Basic understanding of networking concepts and protocols.
• Familiarity with common software applications and troubleshooting techniques.
• Fluent in English, Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• Customer-oriented mindset with a focus on delivering high-quality support.
• Should be willing to work in different shifts.

Preferred Qualifications:

• Experience with IT service management (ITSM) tools such as Jira Service Management, ServiceNow, or similar.
• Relevant certifications such as  ITIL Foundation is nice to have