IT Service Desk Engineer

We are seeking a skilled and customer-focused IT Service Desk Engineer to join our IT support team. The ideal candidate will have a minimum of 3 years of experience in IT support roles, with strong hands-on experience using the ServiceNow platform. This role is responsible for providing first- and second-level technical support to end-users across the organization, ensuring that service requests and incidents are resolved efficiently and effectively.

Key Responsibilities

• Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow).
• Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.
• Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.
• Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.
• Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.
• Ensure all service level agreements (SLAs) are met and documented appropriately.
• Participate in documentation of technical processes, FAQs, and knowledge base articles.
• Support IT asset management and inventory processes.
• Provide remote and in-person support as needed.
• Participate in on-call rotation or extended hours support, if required.