IT Engineer - Enterprise Service Desk

About the role

An experienced IT Operations professional is sought to join the Enterprise Service Desk team, acting as the first and second line of support for IT-related issues. The role requires strong technical troubleshooting skills, good time management and a customer-first approach. It is based in a financial environment.

Key responsibilities

• Serve as the initial and secondary point of contact for IT incidents and service requests by phone, email or ticketing system.
• Manage and prioritise tickets in the queue, meeting SLAs and resolving them on time.
• Provide first- and second-level troubleshooting for Windows operating systems, general networking issues and OS and printer problems.
• Assist with password resets, account unlocks and basic access management.
• Escalate complex issues to higher-level support teams.
• Document interactions, resolutions and updates in the ITSM tool and contribute to knowledge base articles and process improvements.
• Follow security and compliance protocols strictly.

Required profile

• Associate degree in IT, Computer Science or equivalent experience.
• 1-3 years in IT support or operations, preferably in financial services.
• Hands-on experience with Windows OS, networking basics and printer troubleshooting.
• Preferred: ITIL Foundation certification, enterprise-level IT experience and knowledge of cybersecurity best practices.

Required skills

• Familiarity with Active Directory, remote desktop tools and ticketing systems such as ServiceNow.
• Strong time management, communication and critical thinking.