Service Desk Engineer

Centraprise; Center Square (PA); On-site; USD 40,000 - 60,000; Full time

Job summary

Centraprise is seeking a ServiceDesk E2 in Center Square, Pennsylvania to provide first-level support to users. The role involves logging incidents, troubleshooting basic IT issues, and escalating unresolved matters according to SLA guidelines.

Successful candidates will ensure adherence to SLAs and keep users informed throughout the ticket resolution process. Proficiency in ITIL principles and experience with Windows and MAC is preferred.

Responsibilities

• Receive, log, and categorize incidents and service requests.
• Provide initial troubleshooting and resolution using knowledge base.
• Support users with common issues (password reset, access, basic IT issues).
• Identify unresolved issues and escalate to L2/L3 as per SLA.
• Ensure timely response and resolution within agreed SLAs.
• Update tickets with accurate actions and resolution details.
• Keep users informed on status and closure.

Job description

ServiceDesk E2, ITIL, Windows, MAC, Networking

• Ticket Logging: Receive, log, and categorize incidents and service requests.
• First-Level Support: Provide initial troubleshooting and resolution using knowledge base.
• User Assistance: Support users with common issues (password reset, access, basic IT issues).
• Escalation: Identify unresolved issues and escalation to L2/L3 as per SLA.
• SLA Adherence: Ensure timely response and resolution within agreed SLAs.
• Documentation: Update tickets with accurate actions and resolution details.
• Communication: Keep users informed on status and closure.