Desktop Support Engineer

Experience: 1-3 Years

Shift: US Shift

Job Summary:

The L1 Service Desk Engineer is the first point of contact for IT support within the organization, responsible for providing efficient and courteous technical assistance. The role involves handling initial support requests, troubleshooting technical issues, resolving basic IT incidents, and escalating complex problems to higher support levels.

Key Responsibilities:

1. Technical Support: o Respond to incoming service desk calls, emails, and tickets in a timely manner. o Provide first-level support by troubleshooting and resolving hardware, software, and network-related issues.

2. Incident Management: o Identify, prioritize, and manage incidents according to defined Service Level Agreements (SLAs). o Escalate complex issues to higher support levels when necessary, ensuring proper handoff with clear documentation. o Track and follow up on outstanding incidents, maintaining communication with end-user...