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 escape 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.

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