Service Desk Engineer

Role Overview

The Service Desk Engineer will provide first-line technical support to end users through phone, email, self-service portal and onsite Tech Concierge Desk. The role involves troubleshooting hardware, software and network issues, managing incidents and service requests, and ensuring timely resolution within agreed SLAs.

Key Responsibilities

1. Provide L1/L2 technical support through phone, email, remote assistance and onsite support.
2. Troubleshoot hardware, software, operating system and network-related issues.
3. Log, categorise, prioritise and manage incidents and service requests using ITSM tools such as ServiceNow.
4. Escalate unresolved issues to L2/L3 teams and ensure proper follow-up.
5. Handle P1 and Major Incidents, including coordinating and driving the incident management process.
6. Manage user accounts and access provisioning through Active Directory, GSuite, Windows and Linux environments.
7. Support Joiner/Mover/Leaver (JML) activities, including account creation, modification and deletion.
8. Perform software installation, system configuration, user profiling and access management.
9. Support Windows and Mac OS deployment, imaging, upgrades and endpoint management.
10. Assist with hardware refresh and Digital Workplace Services (DWS) activities.
11. Monitor ticket queues, emails, calls, SLAs and service quality.
12. Maintain knowledge base articles, SOPs and incident documentation.
13. Coordinate with internal technical teams, product managers, vendors and business stakeholders.
14. Monitor system alerts and notify relevant technical teams when required.
15. Handle customer feedback and take corrective action to improve service satisfaction.

Requirements

• Experience in Service Desk, IT Support, Desktop Support or End User Support.
• Hands-on experience with Windows, Mac OS, hardware, software and network troubleshooting.
• Experience with ITSM ticketing tools such as ServiceNow.
• Knowledge of Active Directory and user account administration.
• Experience providing phone, remote and onsite technical support.
• Good communication, troubleshooting and problem-solving skills.
• Ability to multitask, prioritise incidents and work under pressure.
• Willingness to work rotating shifts, weekends and public holidays, including on-call duties.

Preferred / Advantageous:

• ITIL v3 or above Foundation certification.
• Knowledge of SailPoint or Okta for user access management.