Service Desk Engineer
Role Overview
Provide first-line IT support to employees, troubleshoot technical issues, and help ensure IT systems function smoothly.
Resolve hardware, software, network, and access-related issues while delivering customer service.
Key Skills for This Role
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Job summary
Provide first-line IT support to employees, troubleshoot technical issues, and help ensure IT systems function smoothly.
Resolve hardware, software, network, and access-related issues while delivering customer service.
Key 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 desktop, laptop, printer, Microsoft Office, and business application issues.
- 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 IT security procedures, and provide timely user updates.
Required skills and qualifications
- Bachelor's degree or diploma in Information Technology, 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, user accounts, and basic networking.
- Familiarity with ITSM and ticketing tools such as ServiceNow, Jira Service Management, or BMC Remedy.
- Troubleshooting, communication, problem-solving, ticket prioritization, and basic ITIL and SLA knowledge.
- ITIL Foundation certification is an advantage.
Preferred experience
- Banking or financial-services user support experience, with understanding of IT security and access-control procedures, is preferred.
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