Service Desk Engineer
United IT
Service Desk Engineer
Location: Blue Bell, PA (Onsite)
Must Have Technical/Functional Skills
ServiceDesk E2, ITIL, Windows, MAC, Networking
Roles and Responsibilities
- Ticket Logging: Receive, log, and categorize incidents and service requests.
- First-Level Support: Provide initial troubleshooting and resolution using knowledge base.
- User Assistance: Support users with common issues (password reset, access, basic IT issues).
- Escalation: Identify unresolved issues and escalate to L2/L3 as per SLA.
- SLA Adherence: Ensure timely response and resolution within agreed SLAs.
- Documentation: Update tickets with accurate actions and resolution details.
- Communication: Keep users informed on status and closure.
Vacancy posted 1 day ago
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