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Job Description
We are looking for motivated and customer-focused Senior Service Desk Engineer to provide exceptional IT support services. This role involves responding to user inquiries, troubleshooting technical issues, and ensuring smooth IT operations. If you have a strong foundation in IT support and are eager to grow in a collaborative environment, we encourage you to apply.
Key Responsibilities:
- Respond to and resolve IT service requests and incidents efficiently via phone, email, or chat.
- Troubleshoot basic hardware, software, and network issues.
- Assist with user account management, including password resets and access requests.
- Document incidents and solutions in the IT service management system.
- Escalate complex issues to senior IT staff while ensuring timely follow-up with users.
- Collaborate with team members to maintain knowledge base articles and improve service processes.
Job Requirements
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Minimum of 5 years of hands-on experience in IT service desk or similar roles.
- Expertise in VDI environments, Windows 10, and hardware/software installations.
- Experience with ITSM ticketing tools and statistic reporting.
Skills and Competencies:
- Strong troubleshooting and analytical skills.
- Effective communication and customer service skills.
- Ability to handle escalated technical situations calmly and effectively.
- Leadership and team collaboration abilities.