What You’ll Do As a **Service Desk Engineer**, you’ll be the first line of support in a global, fast-paced IT environment. You’ll work with enterprise clients to resolve incidents, escalate technical issues, and support mission-critical systems—ensuring smooth operations around the clock. You’ll also contribute to training, service quality, and continuous improvement. Here’s a glimpse into your day-to-day: - Manage and coordinate incidents, escalating to appropriate L1, L2, or L3 teams as needed. - Deliver high-quality communication to customers through all support channels. - Perform advanced reporting and data collection to support issue resolution and analysis. - Monitor and triage inbound alerts, following documented escalation processes. - Initiate the Major Incident Management (MIM) process when required. - Access customer systems to conduct third-level troubleshooting when necessary. - Mentor and train new team members to support growth within the team. - Respond to inbound requests with accurate and timely information. - Manage your schedule flexibly to support 24x7 service desk operations.