Service Desk Engineer

Job Description

Job Summary :

We are seeking a skilled Service Desk Engineer to deliver proactive and responsive support, ensuring smooth issue resolution and appropriate escalation when necessary. This role requires strong technical abilities and clear communication to create value for clients by providing excellent service and upholding our organization’s reputation.

Responsibilities :

• Act as the first point of contact for technical support via web portal, email, or phone
• Perform remote troubleshooting and initial triage
• Identify and apply the best solutions or escalate issues as needed
• Ensure proper ticket management, including documentation, clear handovers, and resolution notes
• Provide Level 1 support, including basic Microsoft 365, Azure, Citrix, and server administration
• Support Citrix and AVD environments by troubleshooting user issues, ensuring connectivity, and assisting with basic administration
• Conduct daily system health checks, log and respond to findings, and escalate where necessary
• Follow existing processes and documented procedures consistently
• Create and maintain knowledge articles and solutions
• Relay client feedback to internal teams to help enhance service efficiency
• Identify and suggest process improvements
• Complete assigned tasks on time while maintaining quality and accuracy

Requirements

Requirements :

Benefits

Great Place to Work-Certified company

Premium HMO

Holistic employee experience

Work-from-home and hybrid work setup

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program

Requirements

What You’ll Bring to the Table Hands-on experience with applicant tracking systems (ATS), such as SAP SuccessFactors Ability to work independently as well as collaboratively in a team-oriented environment Solid understanding of Human Resources practices, particularly in recruitment and talent acquisition Highly organized with the flexibility to adapt in a fast-paced, dynamic setting Self-motivated and comfortable working with ambiguity Strong ability to manage multiple priorities and meet deadlines proactively Excellent written and verbal communication skills Ability to handle sensitive and confidential information with professionalism and discretion