Service Desk Engineer - Technical Support

Role Summary
We are looking for a customer-focused Service Desk Engineer to provide first-level technical support for end users across the organization.
The ideal candidate will be responsible for handling incidents, service requests, troubleshooting hardware and software issues, and ensuring timely resolution in accordance with Service Level Agreements (SLAs). The role requires excellent communication skills, technical troubleshooting expertise, and the ability to work in a 24x7 support environment.
Key Responsibilities
Provide Level 1/Level 2 technical support via phone, email, chat, and remote support tools.
Log, categorize, prioritize, and resolve incidents and service requests using the ITSM tool.
Troubleshoot desktop, laptop, printer, operating system, and application-related issues.
Support Windows operating systems, Microsoft Office 365, Outlook, Teams, and other enterprise applications.
Perform user account management, password resets, and acces...