Service Desk Engineer

• Provide first-level technical support to users through phone, email, ticketing systems, and remote support tools. • Log, track, prioritize, and resolve IT incidents and service requests within agreed SLA timelines. • Troubleshoot issues related to desktops, laptops, printers, Microsoft Office, and other business applications. • Support Microsoft Windows operating systems, Microsoft 365, Outlook, and Microsoft Teams. • Assist with user account creation, password resets, access permissions, and Active Directory. • Diagnose basic network connectivity issues, including LAN, Wi-Fi, VPN, and internet access. • Install, configure, and maintain IT hardware and software. • Escalate complex technical issues to the appropriate IT support teams. • Maintain accurate records of incidents, resolutions, and user communications. • Follow IT security policies, procedures, and standard operating guidelines. • Provide timely updates to users and ensure customer satisfaction. • Bachelor's degree or diploma in Information Technology, Computer Science, or a related field. • 2–5 years of experience in IT support or service desk operations. • Good knowledge of Windows operating systems and Microsoft 365 applications. • Experience with Active Directory, user account management, and basic networking. • Familiarity with IT service management (ITSM) and ticketing tools such as ServiceNow, Jira Service Management, or BMC Remedy. • Strong troubleshooting, communication, and problem-solving skills. • Ability to manage multiple tickets and prioritize issues based on urgency. • Basic understanding of ITIL processes and SLA management. • ITIL Foundation certification is an advantage.