IT Service Desk & End User Support Engineer

About the role

The IT Service Desk / End User Support Engineer provides first‑line technical assistance to internal users, handling hardware, software and network issues across multiple channels. The role combines day‑to‑day ticket resolution with participation in projects, asset management and service‑level improvement initiatives.

Key responsibilities

• Act as the primary point of contact for Level 1‑2 support requests via phone and email, logging all interactions in the tracking system.
• Diagnose and resolve workstation, mobile device, and peripheral equipment problems, escalating when necessary.
• Assist in the deployment, configuration, and upgrade of operating system images, applications and hardware for end users.
• Support video‑conferencing meetings and monitor system status for internal management.
• Contribute to project planning, providing input on requirements and assisting with delivery objectives.
• Develop and maintain asset inventories, update the IT Asset Management System, and create dashboards using tools such as Nexthink.
• Collaborate on service‑level objectives, communicate procedures to users, and follow up to ensure satisfaction.

Required profile

• Diploma holder with 1‑2 years of experience in IT support or a related field.
• Strong customer‑service orientation, able to interact courteously with users.
• Ability to work independently, document issues clearly and follow established processes.

Required skills

• Proficiency with MS Office Suite.
• Basic networking knowledge.
• Experience installing and configuring Windows operating systems.
• Understanding of IT infrastructure concepts.
• Familiarity with asset management tools and monitoring platforms such as Nexthink.