Service Desk Engineer, IT Technical Support
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Description
- Deliver First Call Resolution (FCR) for computing devices (desktops, notebooks, tablets, smartphones) via remote tools, phone and email.
- Perform initial classification, prioritization, and troubleshooting of IT incidents. Escalate unresolved or complex cases to L2/resolver groups
- Log, track, and update all support requests inside the service desk ticketing system while maintaining case ownership until closure
- Follow ITIL framework guidelines, respect strict Service Level Agreements (SLAs), and document configurations accurately.
- Provide regular status updates to users, manage customer expectations, and report unusual surges in specific issue types.