1. Job Purpose
The Service Desk Engineer is the first line of technical support for all business users. The role ensures timely resolution of IT incidents and service requests, maintains high service quality, and contributes to uninterrupted business operations. The engineer provides support across hardware, software, network connectivity, and enterprise applications in accordance with internal IT service standards and SLAs.
2. Key Responsibilities
A. Technical Support & Incident Management
- Provide firstline support for IT incidents and service requests received via ITSM service desk application, email, or phone, ensuring issues are logged, categorized, and prioritized properly.
- Troubleshoot hardware and software issues, including PCs, laptops, peripherals, operating systems, and enterprise tools.
- Resolve virus/antivirus issues, system performance problems, and system errors.
- Support and troubleshoot SAP application and SAP Basis issues where applicable.
- Perform file recovery and user accountrelated assistance (password resets, access issues, etc.).
B. Service Request Fulfillment
- Handle software and hardware installation, configuration, and setup in line with IT standards.
- Set up and troubleshoot network printers and ensure proper connectivity.
- Support creation and maintenance of general distribution lists and corporate communication tools.
C. Operational Excellence & SLA Compliance
- Maintain service delivery aligned with IT SLAs and ensure timely closure of tickets.
- Escalate complex incidents to relevant second or thirdlevel teams following defined escalation procedures.
- Ensure all actions are welldocumented in the ITSM system following internal documentation standards.
D. User Support & Communication
- Deliver professional, customerfocused communication with end users.
- Guide users on basic troubleshooting steps and IT best practices.
- Follow up proactively on pending or unresolved issues to secure user satisfaction.
E. Maintenance & Continuous Improvement
- Conduct preventive maintenance on hardware and systems as scheduled.
- Suggest improvements to enhance service quality, reduce repetitive incidents, and improve user experience.
- Collaborate with senior service desk staff to support internal mobility needs or new technical initiatives (as observed in internal communications about service desk resourcing).
3. Key Performance Indicators (KPIs)
- Ticket response and resolution time within SLA.
- Firstcall resolution rate.
- User satisfaction score.
- Accuracy of service documentation and closure notes.
- Adherence to IT processes, standards, and security protocols.
4. Required Qualifications & Skills
A. Education
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
B. Technical Skills
- Strong knowledge of PC hardware, software, networks, and IT troubleshooting basics.
- Familiarity with enterprise applications such as SAP preferred.
- Experience with ITSM/Service Desk applications.
- Basic knowledge of networking (LAN/WAN, TCP/IP), printers, and email systems.
C. Soft Skills
- Strong communication and customerservice orientation.
- Problemsolving abilities and attention to detail.
- Ability to multitask in a fastpaced environment.
- Teamwork and collaboration skills.
