Service Desk Engineer
Role Overview
Provide first-line IT support to employees and help ensure smooth operation of IT systems.
Resolve hardware, software, network, and access-related issues while delivering customer service.
Key Skills for This Role
Full Job Posting
Role summary
Provide first-line IT support to employees and help ensure smooth operation of IT systems.
Resolve hardware, software, network, and access-related issues while delivering customer service.
Responsibilities
- Provide first-level support through phone, email, ticketing systems, and remote support tools.
- Log, track, prioritize, and resolve incidents and service requests within agreed SLA timelines.
- Troubleshoot desktops, laptops, printers, Microsoft Office, and other business applications.
- Support Windows, Microsoft 365, Outlook, and Microsoft Teams.
- Create accounts, reset passwords, manage access permissions, and support Active Directory.
- Diagnose LAN, Wi-Fi, VPN, and internet connectivity issues.
- Install, configure, and maintain IT hardware and software; escalate complex issues.
- Maintain incident and resolution records, follow security procedures, and update users.
Required qualifications
- Bachelor's degree or diploma in IT, Computer Science, or a related field.
- 2–5 years of experience in IT support or service desk operations.
- Knowledge of Windows and Microsoft 365; experience with Active Directory, account management, and basic networking.
- Familiarity with ITSM and ticketing tools such as ServiceNow, Jira Service Management, or BMC Remedy.
- Strong troubleshooting, communication, and problem-solving skills; able to prioritize multiple tickets.
- Basic understanding of ITIL processes and SLA management.
Preferred qualifications
- ITIL Foundation certification is an advantage.
- Banking or financial-services user support experience and understanding of IT security and access-control procedures are preferred.
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