Service Desk Engineer

We are Qualco Group, a leading fintech organisation with over 25 years of experience delivering innovative technology solutions to banks and financial institutions. Serving clients in over 30 countries, we leverage advanced technologies, such as AI and analytics, to develop proprietary software and platforms that accelerate digital transformation and generate lasting value for businesses, society, and the broader economy. A Day in the Life of a Service Desk Engineer at Qualco will include: Single Point of Contact & Ticket Management: First-Line End-User Support: Acting as the primary, high-touch single point of contact for end-users across the entire group via phone calls, email, and self-service ticketing portal; Ticket Triage, Incident Resolution & Escalation: Accurately logging, classifying, prioritizing, and managing the end-to-end lifecycle of Incidents and Service Requests in alignment with ITIL frameworks, while delivering first-line investigation, diagnosis, and resolution of end-user technical issues and seamlessly escalating complex cases to Tier 2 support group. Identity, Access & User Lifecycle Management: Executing Onboarding, Offboarding and employee changes workflows, including account creation & modification, access provisioning, deprovisioning, and basic IT induction for new hires; Managing identity administration (Microsoft Entra ID), credential/MFA resets, and licensing allocation. Workstation Provisioning & Asset Lifecycle Management: Handling laptop staging, workspace setups, hardware provisioning, and office infrastructure relocations; Managing hardware and software assets in the Asset Management tool. Multi-Platform Support & Endpoint Diagnostics: Diagnosing and troubleshooting software and hardware issues across Windows, macOS, iOS, Android, and Microsoft 365 / Office applications; Managing endpoints, mobile devices, and devices enrollment via Microsoft Intune (UEM). Security Operations & Compliance: Enhancing IT security by investigating file/e-mail release requests and analyzing sign-in logs triggered by Microsoft Defender alerts; Ensuring all activities are carried out in full compliance with regulatory requirements, while supporting the continued implementation of the Group Anti-Bribery and Corruption Policy. Collaboration, Network & Telephony Operations: Overseeing corporate meeting room AV equipment, video conferencing readiness, daily health checks, and basic Tier-1 network connectivity support (Wi-Fi, Ethernet, VPN); Administering Exchange Online (shared mailboxes, mail flow), telephony/call center extensions management, and corporate printing infrastructure. Requirements 1-3 years of solid experience in an IT Service Desk / Technical Support role, ideally within a structured corporate or enterprise environment; Proven track record of operating within ITIL-aligned processes; BSc/Diploma in Computer Science, Information Technology, or a related field. Technical Expertise: Basic…