Engineer-Desktop Support/Help Desk

Desktop Support/ Help desk

Job Purpose:
The Service Desk Agent Level 1 is responsible for providing frontline customer service and technical support for all business products supported out of the operations center. This role requires direct interaction with internal and external customers to resolve technical issues and process service requests efficiently while ensuring customer satisfaction.

Essential Functions:

• Provide first-line technical support, troubleshooting hardware, software, and network issues.
• Log and document detailed ticket activity until resolution is achieved.
• Escalate complex issues to Level 2 support when necessary.
• Assist customers with inquiries related to business products and IT services.
• Monitor alerts and respond accordingly to maintain operational efficiency.
• Maintain knowledge base documentation for recurring issues and solutions.

Education & Certifications:

• Diploma/Graduate / Professional degree in computer science, Information Technology, Electronics, or related discipline.
• ITIL Foundations Certification,CCNA preferred.
• CompTIA A+, Net+ preferred.

Experience:

• 1-3 years of experience in a technical support, NOC or service desk environment.

Special Knowledge, Skills, and Abilities:

• Strong customer service and communication skills.
• Basic understanding of IT systems, networking, and Microsoft applications.
• Ability to follow troubleshooting procedures and escalate appropriately.
• Familiarity with ITSM tools like ServiceNow preferred.