Service Desk Engineer

Roles and Responsibilities :

• Manage IT service requests and incidents through ticketing tools, ensuring timely resolution within SLA.
• Collaborate with technical teams to resolve complex issues, escalating when necessary to ensure minimal downtime.
• Monitor and report on key performance indicators (KPIs) such as mean time to repair (MTTR), first call resolution rate, and customer satisfaction ratings.
• Provide excellent customer support by responding promptly to queries via phone, email, or chat.

Job Requirements :

• 2-3 years of experience in an IT service desk environment.
• Strong understanding of ITIL processes and best practices for incident management.
• Proficiency in using ticketing tools such as [insert tool names].
• Excellent communication skills with ability to work effectively under pressure.