IT Support/Service Desk Engineer

Job Summary:
We are looking for a Service Desk Analyst to serve as the first point of contact for IT support, providing technical assistance to users via phone, email, self-service portal, or onsite. The role involves troubleshooting hardware, software, and access-related issues, managing incidents through ITSM tools, and ensuring timely resolution in line with SLA standards.

Key Responsibilities:

• Provide Level 1 IT support and resolve user issues related to hardware, software, and network.

• Log, track, prioritize, and manage incidents and service requests using ITSM tools (e.g., ServiceNow).

• Escalate complex issues to L2/L3 support teams when required.

• Manage user account lifecycle (joiner, mover, leaver) and access provisioning (Active Directory, email, systems).

• Perform OS imaging, software installation, device setup, and endpoint support (Windows and Mac).

• Support incident management, including major incidents and SLA tracking.

• Maintain documentation, knowledge base articles, and SOPs.

• Collaborate with IT teams and stakeholders to ensure effective service delivery.

Requirements:

• Experience in Service Desk, IT Support, or Desktop Support role.

• Hands-on experience with ITSM tools such as ServiceNow.

• Knowledge of Windows, Mac OS, Active Directory, and access management.

• Familiarity with remote support tools (e.g., TeamViewer).

• ITIL Foundation certification is an advantage.

• Good troubleshooting, communication, and multitasking skills.
  
  
  ---------------------------

  Please refer to U3’s Privacy Notice for Job Applicants/Seekers at https://u3infotech.com/privacy-notice-job-applicants/. When you apply, you voluntarily consent to the collection, use and disclosure of your personal data for recruitment/employment and related purposes.