Act as the first point of contact for customer and user inquiries
Log, categorize, and prioritize incidents and service requests accurately
Resolve standard incidents and requests using approved knowledge articles and runbooks
Perform initial troubleshooting of hardware, software, and connectivity issues
Manage user expectations throughout the ticket lifecycle
Contribute to knowledge base improvements and documentation updates
Follow ITIL Incident Management and Service Desk best practices

Strong problem-solving mindset with structured troubleshooting approach
Excellent written and verbal communication skills
Customer-focused attitude with professionalism and empathy
Ability to work in a fast-paced environment and manage multiple tickets within SLAs
Comfortable using ticketing and Service Management systems
Japanese language proficiency required (for APAC description only)

Service Desk Engineer – West Coast

Key skills