Service Desk Engineer (L1)

About the role

The Service Desk Engineer (L1) acts as the single point of contact for all IT incidents and service requests, providing first‑level remote support and ensuring timely resolution in line with SLAs and ITIL best practices.

Key responsibilities

• Receive and log requests via phone, email, chat and ITSM portal.
• Classify, prioritize and assign tickets based on impact, urgency and SLA.
• Provide remote troubleshooting for desktop OS, software and business applications.
• Aim for first‑call resolution and escalate when necessary.
• Maintain communication with end users and update ticket status until closure.
• Follow ITIL‑aligned incident, request, problem and change management processes.
• Document solutions and update the knowledge base.
• Support major incident communication and ticket coordination.
• Monitor SLA performance and contribute to reporting.

Required profile

• Minimum 5 years of experience in a large‑scale IT support environment.
• Strong background in desktop platforms, software and business application support.
• Experience with remote troubleshooting, installation, upgrade and configuration.
• Familiarity with licensing agreements and software license management.

Required skills

• ITSM tools
• ITIL processes
• Desktop OS troubleshooting (Windows)
• Remote installation and configuration
• Software license management