Service desk Engineer

Job Description & Requirements

Job Summary

Provide first-level technical support by resolving customer issues via phone and email, performing troubleshooting, escalating incidents appropriately, and maintaining clear communication until resolution.

Responsibilities

• Deliver First Call Resolution (FCR) technical support through phone and email, ensuring timely responses to customer inquiries
• Perform first-level troubleshooting on reported incidents to identify and resolve issues promptly
• Escalate unresolved incidents to second-level resolver groups following established work instructions
• Maintain ownership of cases by tracking progress and ensuring accurate, complete information is recorded until issue closure
• Provide timely updates to customers on the status of outstanding issues within targeted Service Level Agreements (SLAs)
• Manage customer expectations by communicating clearly and notifying Team Lead of unusual surges in call volume or incident types
• Classify and prioritize incidents initially to facilitate efficient resolution workflows
• Track resolution progress and provide regular updates for follow-up actions and incident status
• Perform other ad-hoc duties as assigned to support team and operational needs