JD for Service Desk Engineer.
Role name: Analyst Role Description: Service Desk Competencies: IT IS_Service Desk Experience (Years): 6-8 Roles and Responsibilities

Technical Support & Troubleshooting:
- Provide first-line support for IT-related issues via phone, email, chat, and ticketing systems.
- Troubleshoot and resolve issues related to hardware, software, networking, and operating systems.
- Document and track service requests using a ticketing system to ensure timely resolution and customer satisfaction.
Incident & Problem Management:
- Manage incidents and problems, ensuring they are categorized, prioritized, and escalated accordingly.
- Perform root cause analysis for recurring issues and work with relevant teams to provide long-term solutions.
- Collaborate with senior technical teams to troubleshoot complex issues.
End-User Support:
- Assist end-users with issues related to operating systems (Windows, macOS, Linux), applications, network connectivity, and other IT services.
- Provide training and guidance to end-users for better utilization of technology and tools.
- Manage user accounts, permissions, and access to systems and applications.
System Maintenance & Updates:
- Assist in deploying and maintaining system patches, updates, and software configurations.
- Monitor and maintain antivirus software and security tools to ensure compliance with IT policies.
- Support the setup and maintenance of new hardware, software, and network devices.
Collaboration & Communication:
- Collaborate with other IT teams to deliver timely solutions for complex issues.
- Communicate effectively with end-users to understand issues and provide regular updates on progress.
- Ensure the proper documentation of knowledge articles, troubleshooting guides, and FAQs.

Service Desk Engineer

Job Description

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