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.