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.


  • 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


  • 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