Service Desk L1 Support

The Service Desk L1 Engineer is an entry-level technical role responsible for providing first-line technical support to end-users and resolving basic IT issues. the engineer will handle initial incidents and service requests related to hardware, software, network, and virtualization environments, ensuring quick resolution where possible and proper escalation to minimize downtime and maintain user satisfaction. This role involves basic troubleshooting, effective catch and dispatch processes, and adherence to IT Service Management (ITSM) standards and service level agreements (SLAs).
Key Responsibilities
Provide L1 support as the first point of contact for incidents and service requests, resolving basic issues related to desktops, laptops, applications, networks, and virtualization platforms (e.g., Citrix VDI, VMware) through initial triage and catch & dispatch.
Diagnose and resolve entry-level technical issues, including password resets, basic software glitches, simple network ...