IT Service Desk Engineer

Roles and Responsibilities

• Provide Level 1 (L1) support for desktop issues, including troubleshooting and resolving technical problems related to hardware, software, and network connectivity.
  
• Manage and prioritize service requests through ticketing tools such as SLA-based systems.
  
• Conduct remote support sessions using various platforms like VDI, SCCM, VPN, etc. to resolve customer queries efficiently.
  
• Collaborate with other teams to escalate complex issues that require further assistance from higher levels of support.
  
• Maintain accurate records of all interactions with customers via email correspondence.
  

Desired Candidate Profile

• 1-3 years of experience in an IT helpdesk environment or similar role.
  
• Strong understanding of operating systems (Windows), basic networking concepts (TCP/IP), and familiarity with common software applications used in business environments.
  
• Fluent English language skills are essential for effective communication with customers over phone calls.
  
• BCA degree or equivalent qualification in any specialization; B.Sc (Computers) preferred but not mandatory.