Job Summary

We are looking for a Service Desk Engineer to provide first-line IT support to employees, troubleshoot technical issues, and ensure the smooth functioning of IT systems. The candidate will be responsible for resolving hardware, software, network, and access-related issues while delivering excellent customer service.

Key Responsibilities

Provide first-level technical support to users through phone, email, ticketing systems, and remote support tools.
Log, track, prioritize, and resolve IT incidents and service requests within agreed SLA timelines.
Troubleshoot issues related to desktops, laptops, printers, Microsoft Office, and other business applications.
Support Microsoft Windows operating systems, Microsoft 365, Outlook, and Microsoft Teams.
Assist with user account creation, password resets, access permissions, and Active Directory.
Diagnose basic network connectivity issues, including LAN, Wi-Fi, VPN, and internet access.
Install, configure, and maintain IT hardware and software.
Escalate complex technical issues to the appropriate IT support teams.
Maintain accurate records of incidents, resolutions, and user communications.
Follow IT security policies, procedures, and standard operating guidelines.
Provide timely updates to users and ensure customer satisfaction.

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.
Good knowledge of Windows operating systems and Microsoft 365 applications.
Experience with Active Directory, user account management, and basic networking.
Familiarity with IT service management (ITSM) and ticketing tools such as ServiceNow, Jira Service Management, or BMC Remedy.
Strong troubleshooting, communication, and problem-solving skills.
Ability to manage multiple tickets and prioritize issues based on urgency.
Basic understanding of ITIL processes and SLA management.
ITIL Foundation certification is an advantage.

Preferred: Previous experience supporting users in a banking or financial services environment, with an understanding of IT security and access-control procedures.

Skills
IT support
Active Directory
Microsoft 365