Job Summary
The Service Desk Operations Engineer provides technical support and operational expertise to ensure the smooth delivery of IT services. This role is responsible for handling incidents and service requests, troubleshooting technical issues, maintaining system availability, and supporting continuous improvement initiatives to enhance service performance and user experience.
Key Responsibilities
Service Desk Support
- Provide Level 2 technical support for incidents and service requests
- Troubleshoot hardware, software, network, and system issues
- Ensure tickets are logged, tracked, and resolved within SLA
Operations & Monitoring
- Monitor systems, applications, and infrastructure for performance and availability
- Perform routine operational checks and maintenance activities
- Escalate complex issues to appropriate support teams
Incident & Problem Management
- Investigate root causes of recurring incidents
- Support major incident response and service restoration
- Document solutions and update knowledge base
Process & Service Improvement
- Identify opportunities for automation and process optimization
- Support implementation of ITIL best practices
- Contribute to service improvement initiatives
Documentation & Reporting
- Maintain technical documentation, SOPs, and runbooks
- Generate reports on incident trends and operational metrics
Qualifications
- Bachelor's degree in IT, Computer Science, Engineering, or related field
- 24 years experience in Service Desk, IT Operations, or Technical Support
- Experience with ITSM tools (ServiceNow, Jira, Zendesk, etc.)
- Familiarity with Windows, Linux, networking, and enterprise applications
- ITIL Foundation certification (preferred)
