System Engineer

This role is the internal owner for IT Service Management (ITSM) and Service Desk operations and implementation, with hands‑on L1/L2 support responsibilities. The role focuses on service experience, reporting, SLA governance, knowledge management, CMDB process ownership, and service catalogue administration. Deliver high‑quality end‑user support and lead the implementation, operation, reporting, and continual improvement of the ITSM Service Desk, including workflow design, automation, reporting/CSAT, and MSP onboarding and SLA compliance monitoring.

• Implement and maintain the ITSM Service Desk operating model and platform configuration end‑to‑end (modules, workflows, forms, SLAs/OLAs, routing rules, categories, and automation).
• Maintain a continual improvement backlog (process pain points, automation opportunities, service quality improvements) and drive improvements throu...