IT Service Desk Engineer

IT Service Desk Engineer

Your Responsibilities

• Provide 1st and 2nd level IT support to employees across PSI's global organization.
• Act as the primary point of contact for IT incidents, service requests, and technical inquiries.
• Receive, prioritize, troubleshoot, and resolve tickets in accordance with service level targets.
• Diagnose and resolve hardware, software, operating system, and workplace technology issues.
• Provide support for Windows 11 and macOS devices, as well as Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.
• Troubleshoot and support printers, peripherals, mobile devices, and workplace technologies.
• Manage and coordinate IT onboarding and offboarding activities to ensure a smooth employee experience.
• Support user account administration, access requests, and employee lifecycle processes.
• Deliver IT onboarding sessions for new employees and introduce them to PSI's workplace technologies and services.
• Train and guide users on the effective use of Microsoft 365 and other workplace tools.
• Create and maintain user guides, onboarding materials, FAQs, and knowledge base articles.
• Proactively communicate with end users to ensure timely issue resolution and a high level of customer satisfaction.
• Coordinate with Digital Workplace, Cloud & Infrastructure, and Network teams to resolve escalated issues.
• Maintain accurate documentation of incidents, solutions, processes, and knowledge articles within the ticketing system.
• Identify recurring issues and contribute to continuous improvement initiatives, automation opportunities, and preventive measures.
• Support software rollouts, workplace modernization initiatives, and global IT projects from an end-user support perspective.
• Collaborate with Service Desk colleagues across multiple regions to provide consistent global support coverage and an excellent user experience.

Technical Skills

Ideally, the candidate has experience with:

• Windows 11 administration and support (required).
• Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.
• Microsoft Entra ID (Azure AD) and Active Directory user administration.
• IT Service Management and ticketing systems (e.g., Jira Service Management).
• Technical troubleshooting of end-user devices, workplace applications, and collaboration tools.
• Printer, peripheral, mobile device, and VPN support.
• Knowledge management and technical documentation.
• Confluence and other Atlassian products are a plus.
• Experience supporting MacOS and Linux desktop environments is an advantage.

Personal Skills

Ideally, the candidate:

• Has a strong customer service mindset and enjoys helping people solve technical issues.
• Communicates clearly and professionally with both technical and non-technical users.
• Demonstrates excellent problem-solving and troubleshooting skills.
• Is able to prioritize work effectively and manage multiple requests simultaneously.
• Works independently while also being a strong team player.
• Has a proactive, structured, and service-oriented approach.
• Enjoys sharing knowledge and supporting colleagues.
• Is comfortable working in an international and multicultural environment.
• Has strong interpersonal skills and a high level of customer orientation.
• Is fluent in English, both written and spoken.