Service Desk Engineer

About the role

We are looking for a Service Desk Engineer to provide end‑to‑end technical support and ensure a positive end‑user experience. The role will manage incidents and service requests from initial contact through resolution and closure while adhering to defined SOPs, SLAs, and KPIs.

Key responsibilities

• Log and manage incidents and service requests using the customer‑designated Service Management/Ticketing tool.
• Own incidents and service requests from initial user contact through resolution and closure across phone, email, chat, and web channels.
• Troubleshoot and resolve user issues using the Customer Knowledge Base and available support resources.
• Coordinate with L2 teams and other support groups for timely resolution of issues requiring further technical assistance.
• Escalate unresolved incidents according to documented procedures and escalation paths.
• Create and update Knowledge Base articles when documentation gaps are identified.
• Provide best‑effort support for unsupported software, services, and hardware using available resources and defined escalation channels.
• Ensure compliance with customer‑defined SOPs, SLAs, and KPIs.
• Identify recurring or trending issues and communicate them during customer review meetings.
• Provide priority and expedited support to VIP users and identify opportunities to enhance Service Desk capabilities.

Required profile

• Experience in a Service Desk or IT Support environment with strong incident ownership and troubleshooting skills.
• Comfortable working with multiple support teams and handling issues within defined service levels.

Required skills

• ITIL framework
• Incident Management
• Service Request Management
• Service Level Management
• Ticketing / Service Management Systems
• Knowledge Management
• Incident Escalation & Coordination
• Troubleshooting and Problem Resolution
• SLA & KPI adherence