Service Desk Engineer (m|w|d)
Core
First-line IT support engineer responsible for resolving customer incidents and service requests to restore working conditions.
Role type
Service Desk Engineer (1st Level Support)
Builds
IT support services for internal customers
Domain
IT Service Management / Helpdesk
Required skills
Incident management, Service request handling, 1st Level troubleshooting, Remote support, Ticket lifecycle management, Cross-level coordination, Documentation, Process improvement
Preferred skills
IT affinity, Team collaboration, Prioritization under pressure, Clear communication
Technologies
IT Service Management tools, Remote support tools
Responsibilities
Accept inquiries via phone, portal, or email; Prioritize and resolve incidents and service requests; Coordinate with 2nd and 3rd level support; Communicate status to customers; Document solutions and build knowledge base; Contribute to service improvement initiatives