IT Service Desk Engineer

IT Service Desk – L1 EngineerRole Overview: Serve as the first point of contact for IT support via phone, chat, email, and web portal. Handle incidents, service requests, and basic troubleshooting across hardware, software, and user accounts.Key Responsibilities:Provide L1/L2 support for laptops, desktops, printers, iPhones, MS Office apps (Word, Excel, Outlook, etc.), and in-house tools.Perform basic Active Directory tasks: user creation, password resets, group management.Escalate unresolved issues per defined matrix and follow up until resolution.Maintain high customer service standards and adhere to ITIL/ITSM practices.Communicate incident/service request status to users and contribute to support documentation.Coordinate with teams during major incidents and support 24×7 operations as needed.Generate reports on call trends and service desk performance.Preferred Skills & Knowledge:Basic understanding of ITIL concepts (Incidents, Change, Problem Management, CMDB, etc.).Familiarity with Desktop Services, Networking, O365, IT Security. MCP/ITIL certification preferred.Experience with Windows 10, Office 2010+, and Outlook troubleshooting in networked environments.Qualifications & Experience:Graduate in Engineering or Science.1–2 years of IT Service Desk experience.Strong English communication and call handling skills.Basic AD administration and incident management experience.Behavioral Attributes:Strong communication, listening, and customer service orientation.Self-motivated, team player, adaptable to ambiguity and fast-paced environments.Willingness to work flexible hours based on business needs.