Job Description

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Sr. Service Desk Support Engineer & Lead

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: Sr. Service Desk Support Engineer & Lead



Position Overview



We are seeking a

Senior Service Desk Support Engineer & Lead

to join our IT operations team. This role is responsible for leading day-to-day Service Desk activities, resolving incidents, guiding junior analysts, and ensuring the highest levels of customer satisfaction. The ideal candidate will have strong technical expertise in end-user computing, leadership skills to mentor the team, and the ability to drive operational excellence.



Key Responsibilities



Service Desk Operations

Answer customer requests via telephone, email, or ticketing system in a professional manner. Log all incidents and service requests accurately in the incident tracking system. Provide first-level troubleshooting and resolution for:

+ Personal computing hardware.
+ Microsoft Windows and MS Office Suite.
+ Client access and business/clinical applications.
+ Miscellaneous PC software programs.
Isolate issues, determine root causes, and execute corrective actions to restore services efficiently. Minimize escalations by resolving issues within scope of access and expertise. Escalate unresolved issues to Level 2/3 support with complete and accurate documentation.


Leadership & Guidance

Provide mentoring, guidance, and technical assistance to Service Desk Analysts. Act as the primary escalation point for complex or high-priority issues. Collaborate with management to set measurable goals for the Service Desk and ensure team performance meets targets. Ensure adherence to established SLAs and quality standards. Promote a culture of customer focus, accountability, and continuous improvement.


Process & Documentation

Create, update, and maintain troubleshooting procedures and knowledge base articles. Work with cross-functional teams to avoid repeat escalations. Participate in audits, quality checks, and compliance-driven activities. Assist in IT projects, system rollouts, and process improvements as assigned by management.


Customer Satisfaction

Partner with other IT support teams to ensure high levels of customer satisfaction. Proactively identify opportunities to enhance the end-user support experience. Monitor feedback and drive initiatives for continuous improvement.


Out of Scope



The following activities are excluded from this role's responsibilities:

Level 2 & 3 Support activities. Enhancements, development, or fixes requiring access to product code (handled by product vendors). Hardware break-fix activities, software/media backups, and device-related issues. Production server installations or deployments. Changes to external systems. Support for Epic accounts or application-related questions.


Qualifications & Skills

Bachelor's degree in Computer Science, Information Technology, or related field (preferred). 5+ years of experience in IT Service Desk/End User Support, with at least 2 years in a senior or lead role. Strong knowledge of Microsoft Windows, MS Office Suite, and common business applications. Excellent troubleshooting skills for hardware/software issues. Familiarity with ITIL processes (Incident, Problem, Change Management). Exceptional communication and interpersonal skills. Proven ability to lead, mentor, and motivate a support team. Strong documentation and process management abilities.


Key Competencies

Technical Expertise:

Hands-on problem-solving in end-user computing.

Leadership:

Ability to guide and mentor Service Desk Analysts.

Customer Focus:

Commitment to delivering outstanding support experiences.

Collaboration:

Works effectively across teams and stakeholders.

Accountability:

Meets deadlines and maintains high-quality standards.

Qualifications

B. Tech or Graduation

Range of Year Experience-Min Year

4

Range of Year Experience-Max Year

7