IT Service Desk Engineer L1

Responsibilities:

Manage user IT requests end-to-end with minimal supervision, prioritising by urgency and operational impact and confirming resolution meets user expectations before closing.
Independently diagnose and resolve endpoint, OS, application, and access-related issues using a structured troubleshooting methodology — treating root causes, not symptoms.
Manage the full device lifecycle including staging, configuration, and MDM operations; make sure devices meet security and compliance requirements at every stage.
Administer access across applications, email, and collaboration systems within Okta and Google Workspace, applying least-privilege principles and flagging compliance or security gaps when they arise.
Maintain the IT asset inventory throughout the full device lifecycle; create and update user guides and internal knowledge articles to keep documentation accurate and usable.
Manage ticket queues independently using Jira Service Desk; use service data to inform prioritisation and identify workload patterns.
Adjust communication style and technical depth for different audiences; manage stakeholder expectations clearly during incidents, delays, or change.
Identify operational inefficiencies and propose practical improvements; work effectively without close direction.

Requirements:

3+ years of proven experience in Service Desk within a large-scale organization.
Proven ability to independently diagnose and resolve a broad range of hardware, software, OS, and network issues — you fix root causes, not just symptoms.
Hands-on experience with Google Workspace, an MDM platform (ManageEngine, Jamf, or equivalent), and Okta or a comparable identity provider.
Solid understanding of access management principles, including least-privilege, provisioning workflows, and the ability to identify and escalate security or compliance gaps.
Experience managing IT asset records across the full device lifecycle, with a track record of keeping documentation accurate and actionable.
Familiarity with Jira Service Desk or a comparable ITSM tool — comfortable managing your own queue and using ticket data to inform decisions.
Strong communication skills across technical and non-technical audiences; able to set expectations clearly during incidents or delays.
Good working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN) and the ability to troubleshoot connectivity issues independently.
Self-directed working style — you own issues through to resolution without prompting and flag risks proactively.

Nice to have:

Knowledge of ITIL principles and how they apply in a fast-moving support environment.
Experience with Confluence for internal knowledge management.
Deeper networking knowledge (LAN/WAN, routing, firewall basics).
Experience configuring or supporting audio-visual systems in corporate environments.
Exposure to internet telephony (VoIP) platforms.