Service Desk Engineer - Scoresby
Core
Respond to service desk requests via phone, email, chat, and ticketing systems; diagnose and resolve Level 1/2 incidents related to hardware, software, and network issues.
Role type
Level 1 Service Desk Engineer
Builds
IT support services for corporate enterprise customers
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
IT troubleshooting, ticketing system management, user account configuration, escalation protocol adherence, knowledge base documentation
Preferred skills
Certificate IV or Diploma in Information Technology, ITIL 4 Foundation
Technologies
Ticketing systems, hardware, software, network tools
Responsibilities
Respond to service desk requests via phone, email, chat, and ticketing systems; Diagnose, troubleshoot, and resolve Level 1/Level 2 incidents; Accurately document all user interactions, solutions, and outcomes; Escalate complex issues in accordance with established protocols; Assist with onboarding and offboarding processes including user account setup; Contribute to the knowledge base by documenting solutions and procedures
