IT Service Desk Engineer

Responsibilities

• Respond to and manage incoming IT service requests via Teams chat, email, and helpdesk ticketing system in a timely and efficient manner.
• Provide first-line support for IT-related issues, including hardware, software, network connectivity, and peripherals.
• Troubleshoot and resolve technical problems, escalating to senior technical staff when necessary.
• Install, configure, and maintain software applications and hardware systems as required.
• Document all service desk interactions and resolutions within the ticketing system.
• Offer remote desktop support to users, ensuring a seamless resolution of issues.
• Assist with the onboarding of new employees, including setting up IT equipment, software, and accounts.
• Perform routine IT system checks to ensure smooth operation and uptime.
• Maintain and update internal knowledge base with troubleshooting steps and solutions.
• Monitor and track support requests to ensure prompt follow-up and resolution.
• Provide training and support to end-users on software applications and IT best practices.
• Collaborate with other IT teams to resolve more complex technical issues and improve internal processes.
• Work on-site and adhere to a rotating 24 / 7 shift schedule, including evenings, nights, weekends, and holidays.

Qualifications

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