IT Service Desk Engineer at Vennote Technologies Limited

About the Role

We are seeking an IT Service Desk Engineer to serve as the first point of contact for all IT-related issues, incidents, and service requests from end-users within our telecommunications client's organization. This role is crucial for ensuring minimal disruption to business operations by providing prompt, effective, and professional technical support in line with defined Service Level Agreements (SLAs) and ITIL best practices.

This is a full-time position requiring shift work from our office location.

Key Responsibilities

Incident Management (1st Line Support)

• Log, categorize, prioritize, and manage all incoming incidents and service requests via phone, email, chat, or service management tools
• Provide first-call resolution for as many incidents as possible, including basic troubleshooting of desktop hardware, software, network connectivity, and telephony/mobile services
• Escalate complex or unresolved incidents to the appropriate 2nd or 3rd line support teams following defined escalation paths

End-User Support & Troubleshooting

• Provide hands-on and remote support for Operating Systems, Microsoft Office/365 Suite, and enterprise-specific applications common in a telecommunications environment
• Assist with user account management (creation, deletion, password resets, access rights) within Active Directory or similar systems

Service Request Fulfillment

• Process and fulfill standard service requests according to established procedures

Knowledge Management

• Create, update, and maintain Service Desk documentation, including Knowledge Base articles and Standard Operating Procedures (SOPs), to improve first-call resolution rates

SLAs and Reporting

• Ensure all incidents and service requests are managed in compliance with established SLAs
• Generate and maintain accurate reports on service desk metrics and performance indicators

Required Skills & Attributes

• Customer-focused approach with excellent troubleshooting skills
• Ability to thrive on solving technical challenges
• Strong communication and interpersonal skills
• Knowledge of ITIL best practices
• Familiarity with service management tools and ticketing systems
• Technical proficiency with IT infrastructure and support