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 technical support by 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 business applications.
- Support Windows, Microsoft 365, Outlook, and Microsoft Teams.
- Assist with user accounts, password resets, access permissions, and Active Directory.
- Diagnose basic LAN, Wi-Fi, VPN, and internet connectivity issues.
- Install, configure, and maintain hardware and software; escalate complex issues as needed.
- Maintain incident and resolution records, follow IT security procedures, and keep users updated.
Required qualifications
- Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
- 2–5 years of IT support or service desk experience.
- Knowledge of Windows and Microsoft 365; experience with Active Directory, user account management, and basic networking.
- Familiarity with ITSM and ticketing tools such as ServiceNow, Jira Service Management, or BMC Remedy.
- Troubleshooting, communication, and problem-solving skills; ability to manage and 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, with understanding of IT security and access-control procedures, is preferred.
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