IT Service Desk Engineer / IT Service Desk Supporter
Core
First-level IT support handling cases, incidents, and service requests via phone, email, and ServiceNow to resolve technical issues for customers.
Role type
1st-Level IT Service Desk Engineer
Builds
Resolved IT incidents and service requests for end-users
Domain
IT Support / Service Management
Deliverable
client delivery
Required skills
Windows administration, Microsoft 365 usage, IT incident management, ticket documentation and tracking, cross-level support collaboration
Preferred skills
IT Service Management process knowledge, customer service orientation, problem-solving mindset
Technologies
ServiceNow, Windows, Microsoft 365
Responsibilities
Receive and process cases, incidents, and service requests; perform initial analysis and troubleshooting; ensure structured case management; collaborate with 2nd and 3rd-level support teams; maintain and document tickets
Seniority
Entry-level to Junior, hands-on IC
