IT Service Desk Engineer

Job Description

IT Service Desk Engineer

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Your Responsibilities

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• Provide 1st and 2nd level IT support to employees across PSI's global organization.

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• Act as the primary point of contact for IT incidents, service requests, and technical inquiries.

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• Receive, prioritize, troubleshoot, and resolve tickets in accordance with service level targets.

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• Diagnose and resolve hardware, software, operating system, and workplace technology issues.

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• Provide support for Windows 11 and macOS devices, as well as Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.

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• Troubleshoot and support printers, peripherals, mobile devices, and workplace technologies.

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• Manage and coordinate IT onboarding and offboarding activities to ensure a smooth employee experience.

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• Support user account administration, access requests, and employee lifecycle processes.

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• Deliver IT onboarding sessions for new employees and introduce them to PSI's workplace technologies and services.

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• Train and guide users on the effective use of Microsoft 365 and other workplace tools.

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• Create and maintain user guides, onboarding materials, FAQs, and knowledge base articles.

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• Proactively communicate with end users to ensure timely issue resolution and a high level of customer satisfaction.

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• Coordinate with Digital Workplace, Cloud & Infrastructure, and Network teams to resolve escalated issues.

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• Maintain accurate documentation of incidents, solutions, processes, and knowledge articles within the ticketing system.

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• Identify recurring issues and contribute to continuous improvement initiatives, automation opportunities, and preventive measures.

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• Support software rollouts, workplace modernization initiatives, and global IT projects from an end-user support perspective.

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• Collaborate with Service Desk colleagues across multiple regions to provide consistent global support coverage and an excellent user experience.

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Technical Skills

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Ideally, the candidate has experience with:

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• Windows 11 administration and support (required).

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• Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.

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• Microsoft Entra ID (Azure AD) and Active Directory user administration.

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• IT Service Management and ticketing systems (e.g., Jira Service Management).

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• Technical troubleshooting of end-user devices, workplace applications, and collaboration tools.

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• Printer, peripheral, mobile device, and VPN support.

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• Knowledge management and technical documentation.

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• Confluence and other Atlassian products are a plus.

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• Experience supporting MacOS and Linux desktop environments is an advantage.

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Personal Skills

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Ideally, the candidate:

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• Has a strong customer service mindset and enjoys helping people solve technical issues.

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• Communicates clearly and professionally with both technical and non-technical users.

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• Demonstrates excellent problem-solving and troubleshooting skills.

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• Is able to prioritize work effectively and manage multiple requests simultaneously.

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• Works independently while also being a strong team player.

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• Has a proactive, structured, and service-oriented approach.

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• Enjoys sharing knowledge and supporting colleagues.

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• Is comfortable working in an international and multicultural environment.

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• Has strong interpersonal skills and a high level of customer orientation.

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• Is fluent in English, both written and spoken.

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