Service Desk Engineer

Key Responsibilities: 1. Handle incoming calls, emails, and chats from users and work on rotational shifts when required 2. Comprehend and assist end users from international locations over the phone 3. Record, classify, and prioritize support tickets 4. Provide initial support and perform troubleshooting based on knowledge base articles 5. Take remote access to end users' machines when required for troubleshooting 6. Route requests to the appropriate support groups or third-party suppliers when tickets are not resolved during initial support 7. Monitor the status of open tickets and document progress towards resolution 8. Keep affected users informed about the progress of their tickets 9. Confirm resolutions and close tickets within the defined SLA