Service Desk Engineer( L1 Support)

ABOUT THE ROLE
We are looking for a Service Desk Engineer (LI) to provide front-line IT support in a managed service desk
environment operating 24×7. The mle is primarily focused on effective end-user interaction, accurate ticket
handling, and timely resolution or escalation of incidents and service requests. The engineer will serve as the
first point of contact for users and play a key role in delivering a positive support experience.
This position emphasizes communication, customer service, and process adherence, With basic technical
troubleshooting aligned to Level I support responsibilities. Engineers work on a rotational shift roster that
provides round-the-clock coverage.
WHAT YOU’LL DO
user Support & Communication
• Act as the first point of contact for end users via phone, email, and ticketing system.
• Provide clear, professional, and empathetic communication to users during issue handling.
• Set proper expectations on resolution timelines and keep users informed of ticket status.
• Provide timely updates and ensure user satisfaction before ticket closure.
Ticket Management
• Log, categorize, prioritize, and update tickets accurately in the service desk tool.
• Ensure tickets are handled in line with defined As and operational procedures.
• Perform timely escalation of unresolved issues to L2/L3 teams with proper documentation.
• Follow up with users to confirm resolution and closure.
• Hand over open and in-progress tickets clearly at each shift change so support continues seamlessly.
Level 1 Technical Support
• Perform basic LI troubleshooting for common IT issues (password resets, access issues, basic application
and hardware problems).
• Use knowledge articles and standard operating procedures to resolve recurring issues.
• Identify incident trends and recurring problems and highlight them to senior teams.
process & Service Quality
• Adhere to ITIL-based service desk processes.
• Maintain high standards of service quality and customer satisfaction.
• Support continuous service improvement initiatives.
Knowledge Base & Documentation
• Create, update, and maintain Knowledge Base (KB) articles for common issues, solutions, and
workarounds.
• Ensure documentation is clear, accurate, and user-friendly to support self-service and faster resolutions.
• Contribute to continuous improvement Of service desk documentation and processes.
120 Queen Rania Street, P.O_ Box 840098, Amman Jordan I T 6 516 | info@aspire.jo I
Ä Aspire
AN AS TEK COMPANY
WORK SCHEDULE
• 24×7 service desk coverage delivered through a rotational shift roster, including night shifts, weekends,
and public holidays.
• Support users across multiple time zones during your shift.
• Shift patterns and rotation are confirmed by the service desk lead as per the project roster.
WHAT YOU’LL NEED
• Strong verbal and written communication skills.
• Proven experience in ticket handling and service desk operations.
• Good understanding of incident and service request management.
• Ability to document solutions clearly and effectively.
• Basic knowledge of:
Desktop and laptop support
User account and access management
• Standard enterprise applications
• Ability and willingness to work rotational 240 shifts, including nights, weekends, and public holidays,
and to support users across multiple tinne zones.
• Customer-focused mindset With strong attention to detail.
NICE TO HAVE
• ITIL Foundation certification.
• prior experience in a 24×7 managed service desk environment.
• Exposure to enterprise ITSM / ticketing tools.