JD for Service Desk Engineer.Key Responsibilities:Serve as the primary point of contact for internal and external customers for IT-related issues via phone, email, and support ticketing systems.Troubleshoot and resolve technical problems related to software, hardware, and network issues.Diagnose, identify, and escalate critical issues to senior support teams as needed.Provide timely and effective solutions to customer issues, ensuring high levels of customer satisfaction.Document and track incidents, requests, and resolutions in the IT Service Management (ITSM) system.Perform hardware and software installations, upgrades, and configurations.Collaborate with other IT teams for system maintenance, troubleshooting, and resolution of complex technical problems.Manage and prioritize support tickets in line with SLAs (Service Level Agreements).Maintain up-to-date knowledge of the company's IT infrastructure and systems.Conduct user training on common software tools and technologies as needed.Assist with asset management and tracking of hardware and software.Provide regular feedback and suggestions for continuous improvement of service desk processes.
