Responsibilities:

Provide first-line technical support to end-users, ensuring issues are diagnosed and resolved promptly.
Log and manage service requests, incidents, and problems in the service management tool.
Troubleshoot hardware and software issues, including desktops, laptops, mobile devices, and peripherals.
Assist with user account management, including password resets, permissions, and access issues.
Maintain knowledge of IT systems, applications, and tools to provide effective solutions.
Escalate complex issues to higher-tier support teams when necessary.
Ensure all requests and incidents are tracked and resolved within service level agreements (SLAs).
Provide remote support through remote desktop tools and other communication methods.
Collaborate with other IT support teams and departments to improve the overall user experience.
Maintain an up-to-date knowledge base for users to access self-help resources.
Participate in IT projects and improvements as required, including software rollouts and system upgrades.
Provide clear communication and updates to users on the status of their requests and issues.
Contribute to the overall improvement of IT service delivery by suggesting improvements to processes and workflows.

Service Desk Engineer