Service Desk Engineer

Job Description

Service Desk Leadership


Lead and manage the Service Desk team to provide timely and effective support to end users.

Own Incident, Service Request, and Change Management processes (ITIL aligned).

Monitor service desk performance metrics and ensure SLAs are consistently met.

Act as the primary escalation point for unresolved or high-priority tickets.

Drive service improvement initiatives and promote end-user satisfaction.

Coordinate cross-functional collaboration with infrastructure, application, and security teams.

Ensure proper documentation, ticket quality, and knowledge base updates by the team.

Provide training and mentoring to junior service desk engineers.

Monitoring Administration



Manage and maintain Site24x7 monitoring platform and ensure complete infrastructure visibility.

Configure monitoring for servers, applications, websites, APIs, and...