Service Desk Engineer

Job description

**Role & responsibilities** **Job Requirements\\*** - Strong expertise in ITIL processes (Incident, Problem, Change, Major Incident) - Hands-on experience with ServiceNow or similar ITSM tools - Strong background in End User Computing (Windows, O365, AD, VPN) - Proven experience in managing SLA-driven environments and large support teams - Experience in handling escalations, governance reviews, and client communication - Strong analytical skills with experience in reporting (SLAs, KPIs, CSAT, FCR, etc.) - Ability to drive operational improvements and automation initiatives **Key Responsibilities\\*** - Lead and manage Service Desk operations (L1/L2 teams) to ensure SLA/KPI compliance - Act as the primary escalation point for critical incidents and customer issues - Own Major Incident Management and drive bridge calls to resolution - Monitor queue health, ticket backlog, aging, and ensure timely resolution - Conduct daily/weekly governance reviews and provide performance insights - Drive quality improvements, knowledge management, and shift-left initiatives - Manage stakeholder communication including client, leadership, and tower teams - Coach and mentor team members for skill development and performance improvement - Ensure process adherence aligned with ITIL best practices - Identify automation opportunities and drive efficiency improvements - Support audits, compliance requirements, and reporting