Engineer - Service Desk

The Service Desk Analyst – L1 is responsible for acting as the Single Point of Contact (SPOC) for all IT-related incidents and service requests raised by end users. The role involves receiving requests through multiple communication channels, logging and classifying tickets in the ITSM system, providing first-level remote support, and ensuring timely resolution or escalation in accordance with SLAs, SOPs, and ITIL best practices.

The Service Desk L1 plays a critical role in maintaining service continuity, ensuring customer satisfaction, and coordinating with IT Support, NOC, SOC, and Infrastructure teams as required.