Service Desk Engineer

BizTech Fusion • Whitpain Township, PA

6h • Onsite

About The Position

This is a full-time Service Desk Engineer position requiring 4-6 years of experience. The role involves providing first-level support for IT incidents and service requests, ensuring adherence to SLAs, and documenting all actions and resolutions.

Requirements

• ServiceDesk E2
• ITIL
• Windows
• MAC
• Networking
• Understand SLA’s and KPI’s

Responsibilities

• Receive, log, and categorize incidents and service requests.
• Provide initial troubleshooting and resolution using knowledge base.
• Support users with common issues (password reset, access, basic IT issues).
• Identify unresolved issues and escalate to L2/L3 as per SLA.
• Ensure timely response and resolution within agreed SLAs.
• Update tickets with accurate actions and resolution details.
• Keep users informed on status and closure.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed