Service Help Desk Engineer

Key Responsibilities :

Respond to and resolve incoming technical support requests via phone, email, or ticketing system.

Troubleshoot hardware, software, and network issues across desktops, laptops, printers, and mobile devices.

Install, configure, and maintain software applications and operating systems.

Manage user accounts and access permissions through Active Directory, Office 365, and other systems.

Escalate unresolved issues to relevant internal teams or third-party vendors.

Monitor IT systems and proactively identify potential issues.

Document incidents, problems, and solutions in the service desk knowledge base.

Ensure high levels of customer satisfaction through excellent service delivery.

Assist in onboarding / offboarding processes including equipment setup and user training.