Service Desk Engineer

A Service Desk Support profile involves providing first-line technical assistance, managing user incidents via ticketing systems, and resolving hardware/software issues. Key responsibilities include Active Directory management, Office 365 support, network troubleshooting, and ensuring high customer satisfaction.

• Incident & Request Management: Recording, classifying, and resolving user issues using ticketing systems (e.g., Jira, ServiceNow, ManageEngine) to meet SLA targets.

• Technical Support: Troubleshooting desktop hardware, software, laptops, VoIP phones, and printers.

• User Management: Administering accounts in Active Directory, managing permissions, and setting up new users (onboarding).

• Remote Assistance: Supporting remote users via VPN, RDP, or screen-sharing tools.

• System Maintenance: Performing routine maintenance, software installations, and security patching

Graduate