What is the role of a service desk engineer?
As a service desk engineer you will be installing, supporting, upgrading, and resolving any issues within the company on their technology such as computers, laptops, printers and phones. They will take ownership of issues, reporting and routing issues to support staff.
Responsibilities:
Onboarding new starters
Managing incidents and requests through the service management tool
Provide support for a wide range and constantly evolving applications, software & hardware
Maintaining governance standards across all IT service management processes
Network and firewall configuration
Liaise with management to communicate and understand issues and be able to effectively coordinate how to resolve an issue
Identify repeat issues or service risks
Manage scheduled tasks for customers
Take ownership of faults in a logical manner and throughout their entire lifecycle
Log incidents and faults, categorising them
Tech stack:
Office 365
Bluecoat
Fresh Service
Crowdstrike
Manage Engine
JAMF
Slack
SQL
AWS
Microsoft tech stack
Azure
Citrix
CIsco
Types of service desk engineer:
3 levels: -
1st line support
2nd line support
3rd line support
Alternative names (aliases):
IT support Engineer
IT Engineer
Service desk analyst
Helpdesk and level X IT technician
Qualifications:
Bachelor’s degree on computer sciences or engineering, or an associated degree is preferred
Experience working in a similar role as either IT support or on a service desk/help desk is valued
Strong analytical and problem-solving skills
Strong customer service skills
Previous hands-on experience
Ability to troubleshoot user level related network issues
Good management skills
Is a good communicator and team player
Flexible and adaptable
Detailed knowledge of MAC and Windows operating system
Experience with Windows 10, Office, printers
Basic knowledge of IT security
Experience with VPN support
Experience building laptops manually
Professional development:
There are many qualifications available to you in order to progress within your role and between levels, or to another role, such as certifications in CCNA, CCNP, MCSA, RHCE and more. Once you develop your contacts and gain experience within this role and develop your technical knowledge there will be opportunities for you to move to an infrastructure engineer role, service desk analyst or a helpdesk role.
Alternative Careers:
Account manager
Business analyst
Graphic design
Software or platform trainer
Web designer
Project manager