IT Support Engineer – Service Desk

About the role

Join Hitachi Digital's Service Desk team to ensure technology empowers employees rather than hinders them. You will provide first‑line support across multiple regions, helping staff resolve hardware, software and access issues quickly and efficiently.

Key responsibilities

• Deliver first‑line technical support to end users and log all activities in Jira.
• Register, categorize, prioritize and track incidents and service requests.
• Troubleshoot standard hardware, software, email and workplace support problems on Windows 11 and macOS.
• Escalate complex cases to specialised teams when needed.
• Maintain clear communication with users and provide timely status updates.
• Ensure compliance with SLAs, internal processes and security requirements.
• Keep internal documentation up to date and contribute to IT projects and initiatives.

Required profile

• Minimum 1 year of experience in a similar IT support or service‑desk role.
• Strong communication skills and ability to build relationships with employees and management.
• Comfortable working under pressure, multitasking and prioritising in a fast‑paced environment.
• Intermediate English proficiency.
• Customer‑service orientation and teamwork mindset.

Required skills

• Jira ticketing system.
• Active Directory, DHCP and DNS basics.
• Hardware troubleshooting.
• Software troubleshooting on Windows 11 and macOS.
• Basic email and network troubleshooting.