Associate IT Service Desk Engineer

About the role

The Associate IT Service Desk Engineer provides first‑line technical assistance to employees, diagnosing hardware and software issues, and ensuring high service availability. The role requires strong customer focus, the ability to troubleshoot complex problems, and a willingness to continuously develop technical expertise.

Key responsibilities

• Monitor and measure service availability, latency, and overall system health.
• Troubleshoot hardware, software and network alerts, responding promptly to incidents and service requests.
• Communicate with product teams and notify relevant parties of issues affecting operations.
• Support underlying application infrastructure, reducing risk and improving efficiency.
• Read technical manuals, conduct diagnostics, and resolve problems at L1 level.
• Develop training materials and provide user training on hardware and software.
• Participate in testing applications on new desktop builds.

Required profile

• Tertiary‑level qualification from an internationally recognised institution.
• 3‑5 years of relevant IT support experience.
• Proven ability to deliver on difficult technical tasks and manage small projects.
• Experience supervising junior staff and providing technical guidance.
• Strong communication skills and a proactive learning attitude.

Required skills

• Help Desk Support
• Troubleshooting
• Data Mining & Modelling
• Customer Service Management