IT Service Desk Engineer

Key Responsibilities

• Act as the Single Point of Contact (SPOC) for IT incidents, service requests, and user support.
• Log, categorize, prioritize, troubleshoot, and resolve incidents and service requests through the ITSM platform within agreed SLAs.
• Provide day-to-day user support including password resets, account access, VPN setup, software installation, hardware provisioning, and access management.
• Perform system health checks, incident investigation, troubleshooting, and escalation of critical or complex issues.
• Track incidents and service requests through to resolution and closure, ensuring proper documentation and user communication.
• Identify recurring incidents, support root cause analysis, and coordinate permanent resolutions under Problem Management.
• Support Change Management, including change tracking, documentation, implementation coordination, and maintenance of audit trails.
• Maintain CMDB and IT asset records, ensuring configuration information is accurate and up to date.
• Create, maintain, and improve knowledge articles, user guides, FAQs, and self-service resources.
• Monitor service performance, SLA compliance, KPIs, incident trends, MTTR, first-contact resolution, and customer satisfaction.
• Prepare weekly/monthly service reports and support quarterly service performance reviews.
• Coordinate effectively between onshore and offshore support teams, technical teams, vendors, and stakeholders.
• Support internal and external audits through data validation, documentation, and evidence gathering.
• Participate in ITIL process reviews, service improvement initiatives, automation, and AI-enabled service desk enhancements.

Service Delivery Responsibilities

• Manage service scope, SLAs, resources, priorities, and service delivery performance.
• Monitor operational activities and escalate critical issues or out-of-scope requirements.
• Maintain and review service KPIs and recommend improvements.
• Support resource planning, cost management, and service delivery forecasting.
• Maintain effective customer communication and provide regular service updates.