Service Desk Engineer

A Service Desk Engineer is an IT professional who provides technical support and assistance to end users and organizations. They are typically the first line of contact for any tech-related issues, and their goal is to resolve problems quickly to minimize disruption.

🔧 Key Responsibilities:

• Troubleshooting hardware, software, network, and system issues.
• Responding to tickets via phone, email, or a ticketing system (like Jira, ServiceNow, etc.).
• Installing and configuring new hardware and software.
• User account management, such as password resets and access control (often via Active Directory).
• Documenting problems and solutions in knowledge bases.
• Escalating complex issues to higher-level IT staff.

💡 Common Skills:

• Knowledge of Windows, macOS, Linux.
• Familiarity with network basics (DNS, DHCP, VPNs).
• Experience with ticketing systems.
• Soft skills like communication, patience, and problem-solving.
• Understanding of ITIL practices (Incident, Problem, Change Management).

📈 Career Path:

1. Service Desk Engineer (L1)
2. L2/L3 Support Engineer
3. Systems Administrator
4. Network Engineer or Security Analyst
5. IT Manager / Infrastructure Architect