Service Desk Engineer – ServiceNow & End User Computing

About the role

We are looking for an experienced Service Desk Engineer to lead our L1 & L2 support teams and ensure seamless delivery of end‑user computing services. The role combines hands‑on technical support with leadership, process improvement, and reporting responsibilities.

Key responsibilities

• Manage and mentor Service Desk and Deskside teams (L1 & L2 analysts).
• Provide multi‑channel support (calls, chat, email, self‑help) and act as the Single Point of Accountability for service delivery.
• Oversee hardware deployment, OS refresh, printer/MFP support, and device lifecycle from procurement to retirement.
• Administer Microsoft Intune for mobile device management and support SCCM deployment activities.
• Perform patching, vulnerability management, and incident/problem/request handling in ServiceNow.
• Maintain inventory, IMAC activities, and asset tracking in ServiceNow.
• Create and update knowledge‑base articles and deliver monthly CSAT/DSAT reporting with action plans.
• Identify continuous‑improvement opportunities and drive process enhancements.

Required profile

• 6–8 years of experience in Service Desk and end‑user computing environments.
• Strong understanding of ITIL/ITSM processes and ServiceNow ticketing.
• Proven ability to lead teams, manage performance metrics, and mentor staff.
• Excellent written and verbal communication skills.

Required skills

• ServiceNow
• ITIL / ITSM
• Microsoft Intune
• SCCM
• Hardware deployment and OS refresh
• Printer and MFP support
• Patching and vulnerability management
• Asset tracking and inventory management
• Knowledge‑base authoring
• Audio‑visual support for meeting rooms