Service Desk Engineer

Job description

We are looking for a highly motivated Service Desk Analyst to provide first-level technical support to end users across global locations. **Must Have -** Excellent spoken English skills **Key Responsibilities** - Serve as the first point of contact for IT-related issues. - Handle customer interactions through phone, email, and chat. - Log, categorize, prioritize, and resolve incidents and service requests. - Troubleshoot issues related to: - Windows Operating Systems - Microsoft Office 365 - Outlook - Active Directory - VPN - Printers - Basic Network Connectivity - Manage tickets using ServiceNow, Remedy, Jira, Zendesk, or similar tools. - Ensure SLA compliance. - Escalate unresolved issues to appropriate support teams. - Maintain accurate documentation and ticket notes. - Deliver excellent customer service experience. **Required Skills** **Technical Skills** - Windows 10/11 - Office 365 - Outlook Troubleshooting - Active Directory - Password Reset - VPN Support - ServiceNow / Remedy - Incident Management - Remote Desktop Support **Soft Skills** - Excellent spoken English - Neutral accent preferred - Active listening - Customer-centric approach - Ability to explain technical issues clearly - Strong interpersonal skills