Service Desk Engineer

About the role

We are seeking a customer‑focused Service Desk Engineer to deliver first‑level technical assistance in a business‑as‑usual (BAU) environment. The role involves handling incidents and service requests, performing initial troubleshooting, and ensuring users receive timely, professional support.

Key responsibilities

• Act as the first point of contact for users needing IT assistance via phone, email, remote‑support tools and the ticketing system.
• Log, categorize, prioritize and track incidents and service requests accurately.
• Troubleshoot hardware, software, OS, application and basic network issues; support Windows desktops/laptops, Microsoft 365, Outlook, printers and standard workplace apps.
• Assist with password resets, account‑access problems and basic Active Directory administration.
• Perform remote troubleshooting, guide users through resolutions and resolve incidents within SLA targets.
• Escalate complex issues to Level 2/Level 3 support teams.
• Monitor tickets, provide progress updates and confirm resolution before closing.
• Maintain documentation of issues, troubleshooting steps and resolutions; create/update knowledge‑base articles and SOPs.
• Support user onboarding/offboarding and access‑management requests.
• Identify recurring incidents and flag potential problems to relevant teams.
• Follow IT service‑management, security and data‑protection procedures and assist with other BAU service‑desk activities as assigned.

Required profile

• Relevant qualification such as Nitec, Higher Nitec, Diploma or equivalent in IT, Computer Science or related field.
• At least one year of experience in service desk, helpdesk, desktop support or end‑user technical support (preferred).
• Strong customer‑service orientation and communication skills.
• Ability to work independently and as part of a team.
• Willingness to work a 5.5‑day schedule based on operational needs.

Required skills

• Windows operating systems
• Microsoft 365 applications
• Basic Active Directory administration
• Fundamental network troubleshooting
• ServiceNow or similar ITSM ticketing system (advantageous)
• Understanding of incident and service‑request management, ITIL practices