IT Service Desk Engineer – L1

We are seeking a skilled IT Service Desk Engineer – L1 to join our team and deliver first-line technical support in a dynamic 24x7 environment. The successful candidate will be responsible for managing service desk tickets, ensuring adherence to service level agreements (SLAs), and providing timely and effective support to end-users. This role requires hands-on experience with IT Service Management (ITSM) tools and a solid understanding of ITIL-based service management principles.

Key Responsibilities

- Monitor and manage the service desk ticket queue by logging, categorizing, prioritizing, assigning, and updating tickets to ensure smooth workflow.
- Provide L1 technical support via phone, email, portal, and other approved channels, addressing user issues promptly.
- Troubleshoot technical problems related to Windows operating systems, Microsoft 365, Active Directory, VPN, network connectivity, printers, applications, and IT peripherals.
- Conduct initial incident investigations, resolve issues within the L1 scope, and escalate complex problems to L2 or L3 support teams as needed.
- Monitor compliance with response and resolution SLAs, proactively escalating tickets that are at risk of breaching agreed timelines.
- Maintain clear and consistent communication with users and resolver teams, providing timely updates on ticket status.
- Handle account unlocks, password resets, access requests, and onboarding/offboarding activities in accordance with established procedures.
- Document all ticket details accurately, including troubleshooting steps, work notes, and resolution information.
- Adhere to standard operating procedures (SOPs), knowledge base articles, escalation matrices, and ITIL processes covering Incident, Request, Problem, Change, and Knowledge Management.
- Assist in preparing daily and weekly service desk reports, identifying recurring issues to support continuous improvement.
- Ensure effective shift handovers by communicating critical and pending tickets to the incoming team.
- Support major incident communications and other operational tasks as required.

Required Qualifications

- 4 to 6 years of experience working in an IT Service Desk or Help Desk environment.
- Practical experience with ITSM platforms such as ServiceNow, ManageEngine ServiceDesk Plus, Jira Service Management, or similar tools.
- Strong understanding of Incident and Request Management processes.
- Working knowledge of Windows OS, Microsoft 365, Active Directory, networking fundamentals, VPN, printers, and IT peripherals.
- Excellent troubleshooting abilities combined with strong communication and customer service skills.
- Proven capability to manage multiple tickets simultaneously and perform effectively under pressure.
- Willingness to work in a 24x7 rotational shift schedule, including weekends and public holidays.

This role offers an opportunity to be part of a committed IT support team where your technical expertise and problem-solving skills will directly impact user satisfaction and operational efficiency. If you thrive in a fast-paced environment and have a passion for delivering exceptional service, we encourage you to apply.