IT Helpdesk Engineer (L1)

We are partnering with a key healthcare industry leader to hire a team of IT Helpdesk Engineers (L1). The team would be responsible for providing L1 IT support to end-users, acting as the first point of contact for IT incidents and service requests while delivering excellent customer service and meeting SLA commitments. Key Responsibilities Provide L1 IT support via phone, email and collaboration platforms. Log, classify and troubleshoot incidents and service requests using an ITSM system. Escalate unresolved incidents to Level 2/3 support. Handle password resets, account unlocks and standard user requests. Monitor tickets through to closure and communicate updates to users. Maintain accurate ticket documentation and meet SLA targets. Requirements Diploma/Degree in Information Technology or related discipline. 1–2 years of IT Helpdesk experience. Experience supporting users in a healthcare, hospital, clinic or other regulated environment is highly preferred. Strong customer service, communication and troubleshooting skills. Able to work rotating shifts, weekends and public holidays. Technical Skills Windows 10/11 Microsoft 365 Outlook Microsoft Teams Active Directory Remote support tools ITSM platforms (ServiceNow, Freshservice, ManageEngine, Jira Service Management) Good-to-Have Skills ITIL Foundation certification. Microsoft 365 Fundamentals / Modern Desktop certifications. Experience with Microsoft Intune and Windows Autopilot. Knowledge of Microsoft Entra ID (Azure AD), BitLocker and MFA. Experience supporting Electronic Medical Record (EMR), Hospital Information Systems (HIS) or other healthcare applications. Experience working in SLA-driven Managed Service Provider (MSP) environments. Knowledge of asset lifecycle management and endpoint security Prior relevant work experience in the healthcare environment. Soft Skills Customer-focused Professional communication Patient Team player Able to work under pressure