Service Desk Engineer

Job description

**Job Description IT Service Desk Analyst** **Job Title** IT Service Desk Analyst / Service Desk Engineer **Job Summary** We are seeking a proactive and customer-focused IT Service Desk Analyst to provide first-line support to end users across the organization. The role requires excellent communication skills, a customer-centric approach, and the ability to manage incidents and service requests efficiently. The ideal candidate will have strong troubleshooting skills in Desktop/ Laptop, Microsoft 365 applications, printers, network connectivity, incident management, and request fulfillment processes. while meeting Service Level Agreements (SLAs). **Key Responsibilities** - Deliver high-quality customer service and maintain professional communication with end users. - Provide timely updates and maintain high customer satisfaction. - Act as the first point of contact for IT-related incidents through phone, email, chat, and ticketing systems. - Log, categorize, prioritize, and resolve incidents in accordance with ITIL best practices. - Diagnose LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and network authentication issues. - Perform network testing using Ping, Tracert, IPConfig, and NSLookup. **Required Skills & Competencies** - Strong knowledge of Windows 10/11 administration and troubleshooting. - Hands-on experience supporting Microsoft 365 applications. - Knowledge of Active Directory and Microsoft Entra ID (Azure AD). - Experience with printer troubleshooting and management. - Understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi technologies. - Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. - Basic knowledge of Intune, SCCM, or equivalent endpoint management tools. - Good understanding of ITIL Incident Management and Request Management practices. - Excellent communication, analytical, and problem-solving skills. **Qualifications** - Bachelor's Degree in Computer Science, Information Technology, or related field. - 13 years of experience in IT Service Desk, Help Desk, or Technical Support roles. - ITIL Foundation Certification (preferred).