IT Service Desk Engineer (Entry Level)

About the role

The IT Service Desk Engineer provides accessible, timely, and professional support to resolve user problems and ensure a positive experience. This entry‑level position involves handling incoming calls, emails and voicemails, and delivering first‑line technical assistance across a range of IT services.

Key responsibilities

• Answer and log all IT service requests via phone, email or fax.
• Perform accurate assessment and resolution of technical issues.
• Provide first‑level troubleshooting for desktop, LAN, WAN, voice services and mobile devices.
• Track incidents and deliver first and second‑level resolutions.
• Administer user accounts in Active Directory, including activation, changes and terminations.
• Coordinate with other IT teams to ensure seamless service delivery.

Required profile

• Minimum Nitec qualification in any discipline.
• At least 3 months of exposure to IT technical support or call‑centre environment.
• Strong communication and customer‑service orientation.
• Fresh graduate or candidate with less than one year of relevant experience.

Required skills

• Knowledge of Windows operating systems.
• Experience with Active Directory account administration.
• Proficiency in Microsoft Outlook.
• Support for mobile devices.
• Basic understanding of LAN, WAN and voice services.