Employment Type: Full-Time | On-site
Reports To: Service Desk Manager / IT Operations Lead
Position Summary:
The IT Service Desk Engineer will provide high-quality technical support and exceptional 
customer service to end users. This role involves on-site Service Desk assistance, remote 
support via phone, web, and chat, and collaboration with internal service providers to resolve 
incidents and service requests efficiently. The engineer will also ensure all interactions are 
accurately documented and aligned with IT service management (ITSM) processes and 
standards.
Key Responsibilities:
Customer Experience & Technical Support
• Provide on-site Service Desk walk-in support during designated business hours.
• Deliver phone, web, and chat-based technical support for end users across the 
organization.
• Implement and adhere to the Open Call Management Methodology to ensure prompt 
response, high-quality service, and accurate communication between users and 
support teams.
• Strive to resolve incidents and service requests at the first point of contact whenever 
possible.
• Collaborate with service providers to communicate, troubleshoot, and resolve high￾priority issues according to escalation procedures.
• Accurately log all interactions and incident details in the ITSM system, including 
classification, priority, and severity levels.
• Keep records up to date as circumstances change and ensure automated/manual 
notifications are sent per process requirements.
• Inform end users about applicable SLA timeframes and resolution expectations.
• Work with internal service providers to deliver expert-level support for business and 
enterprise applications, contributing to ongoing process improvement and knowledge 
base expansion.
Incident Management & Escalation
• Diagnose and attempt to resolve user issues using the knowledge base, standard 
operating procedures, and defined policies.
• Escalate complex incidents or unresolved requests to the appropriate service 
providers, ensuring proper documentation and follow-up.
• Coordinate with internal teams for incident resolution and maintain communication 
with end users throughout the process.
Off-Hours & Critical Support
• Participate in off-hours triage and incident response as required by procedures.
o For non-critical incidents, schedule follow-up during standard business hours.
o For critical incidents, perform a warm handoff/escalation to the appropriate 
service provider or major incident management team.
• Manage the event’s impact, urgency, and priority according to established guidelines.
Qualifications & Skills:
• Bachelor’s degree in Information Technology, Computer Science, or related field (or 
equivalent experience).
• 2–5 years of experience in a Service Desk or IT support role within an enterprise 
environment.
• Strong knowledge of ITIL/ITSM processes and familiarity with common ticketing 
systems (e.g., ServiceNow, Remedy, or Jira Service Management).
• Excellent troubleshooting skills for Windows, Microsoft 365, networking basics, and 
enterprise applications.
• Strong communication and customer service skills with a focus on professionalism and 
empathy.
• Ability to multitask, prioritize effectively, and work collaboratively with cross-functional 
teams.
• Willingness to provide on-site and off-hours support as required.
Preferred Certifications:
• ITIL Foundation Certification
• CompTIA A+ or Network+
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent