Service Desk Engineer/IT help Desk

The Service Desk Engineer serves as a Subject Matter Expert (SME) within the service desk team, acting as the primary escalation and knowledge point for assigned products, applications, or domains.

Service Desk & Incident Support

• Provide First Call Resolution (FCR) support via phone, email, and remote access tools

• Perform Level 1 troubleshooting, incident classification, prioritization, and escalation to resolver groups when required

• Maintain end-to-end ownership of incidents until closure with accurate documentation

• Provide timely and clear status updates to end users and stakeholders

• Manage customer expectations and escalate surge or critical issues to the Team Lead

• Microsoft 365 Administration & Support

Support, troubleshoot, and administer Microsoft 365 ecosystem, including:

• Outlook, Office Apps

• Teams, OneDrive, SharePoint

• Copilot

• Intune (basic device/app support)

• Manage user accounts, mailboxes, licenses, and access using M365 Admin portals

• Monitor service health and respond to M365-related incidents

Hands-on experience supporting:

• Desktops, laptops, tablets, and smartphones

• Windows OS and Active Directory

• Microsoft 365 applications and services

Preferred Skills & Experience

• VPN and macOS support knowledge

• Strong understanding of hardware, peripherals, and accessories

• Experience supporting Wi-Fi and LAN connectivity

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