Information Technology Service Management (ITSM) Engineer Level 1

The Information Technology Service Management (ITSM) Engineer Level 1 is responsible for providing first contact support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues. Prioritize incidents and service requests according to defined processes to meet defined SLAs. ITSM professionals provide customer-focused IT support, resolving issues related to hardware, software, and networks. They need excellent problem-solving, communication, and interpersonal skills, plus a strong understanding of the IT systems they support.