Role Objective

The IT Helpdesk Engineer (Level 1) is the first point of contact for end users and provides basic IT support, ensuring the fast and efficient resolution of incidents and service requests. The role aims to maintain business continuity and deliver a positive user experience through clear communication and professional support.

Main Responsibilities

• Provide Level 1 IT support to end users via phone, web portal, chat, or mobile application

• Receive, log, and resolve incidents and service requests in the ticketing system (e.g., ServiceNow)

• Assist with basic issues related to hardware, software, email, user accounts, network connectivity, and mobile devices

• Provide remote support using dedicated tools

• Manage user accounts (creation, modification, deactivation) for hires, internal transfers, or employee departures

• Escalate complex issues to Level 2 / Level 3 support teams according to procedures and SLAs

• Provide dedicated support for VIP users when required

• Collaborate with external vendors to resolve equipment-related issues (e.g., printers)

• Ensure proper documentation of all interactions and solutions provided

• Update and use the knowledge base (FAQs, guides, procedures)

• Follow ITIL processes and internal support procedures

• Monitor user satisfaction and identify recurring issues

• Participate in shift work, if required, to ensure service continuity

Incident & Service Request Management

• Manage incidents end-to-end: intake, diagnosis, resolution or escalation, and closure

• Prioritize tickets based on impact and urgency

• Resolve incidents at L1 level and document solutions

• Track tickets through to closure, including those escalated to third parties

• Keep users informed about the status of their requests and incidents

• Identify recurring incidents and propose improvements

• Contribute to the development of self-service solutions for users