What are the responsibilities and job description for the Service Desk Engineer position at SRM Digital LLC?
Role Overview
We are seeking a Service Desk Engineer to provide end-user support and deliver high-quality technical assistance across enterprise environments. The ideal candidate will possess strong troubleshooting capabilities, excellent customer service skills, and experience supporting Windows, Mac, networking, and IT service management processes.
Required Technical / Functional Skills
- Hands-on experience in Service Desk / End User Support (E2 Support)
- Strong understanding of ITIL processes and IT Service Management practices
- Good knowledge of Windows and Mac operating systems
- Basic to intermediate networking knowledge and troubleshooting skills
- Strong communication, customer support, and stakeholder management skills
Key Responsibilities
Incident & Service Request Management
- Receive, log, categorize, prioritize, and manage incidents and service requests through ticketing systems.
- Ensure accurate ticket tracking and ownership throughout the support lifecycle.
Technical Support & Troubleshooting
- Provide first-level technical support for hardware, software, operating systems, applications, and access-related issues.
- Troubleshoot and resolve user issues using knowledge bases, standard procedures, and support documentation.
End User Support
- Support users with password resets, account management, access requests, system configurations, and general IT-related issues.
- Deliver a positive customer experience through timely communication and effective issue resolution.
Escalation & Coordination
- Identify complex or unresolved issues and escalate them to appropriate L2/L3 teams while ensuring smooth handoffs and follow-ups.
- Coordinate with internal support teams to ensure timely resolution of critical issues.
Service Delivery & SLA Management
- Ensure incidents and service requests are handled within defined SLAs and support metrics.
- Monitor ticket queues and proactively manage workload to maintain service quality.
Documentation & Communication
- Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and support procedures.
- Provide regular updates to users regarding ticket status, progress, and resolution timelines.
Preferred Skills
- Strong analytical and problem-solving capabilities
- Ability to work effectively in fast-paced support environments
- Customer-focused mindset with strong interpersonal skills
- Ability to prioritize multiple tasks and manage competing priorities effectively
Education
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred.