We are looking for a Service desk officer to provide reliable first-line IT support and manage the organization’s IT assets throughout their lifecycle. The ideal candidate will have a solid background in technical support, IT service management, and asset tracking, ensuring smooth day-to-day IT operations and compliance with internal standards.
Key Responsibilities
- Serve as the first point of contact for all IT-related incidents and service requests.
- Organizing the work of the user support service (Service Desk).
- Log, classify, and prioritize tickets in the service desk system according to defined SLAs.
- Provide troubleshooting support for end-user devices, operating systems, and software applications.
- Escalate complex issues to senior IT staff or vendors when necessary.
- Maintain accurate communication with users until resolution is achieved.
- Contribute to internal knowledge base documentation for recurring issues.
- Evaluate the work of an IT Support Engineer according to defined SLA.
- Preparation of statistical reports: Incident and Request Summary Report, SLA Compliance Report, User Satisfaction Report, Asset Management Reports and etc.
- Maintain the IT asset register (hardware, software, peripherals, licenses).
- Track asset lifecycle — procurement, allocation, maintenance, and disposal.
- Ensure all IT assets are accurately recorded and tagged.
- Support hardware and software audits and ensure license compliance.
- Coordinate with procurement and vendors for new equipment or warranty services.
- Conduct periodic inventory checks and update asset records accordingly.
- Operational Support
- Follow ITIL-based service management processes (Incident, Request, and Asset Management).
- Support onboarding/offboarding of employees (hardware setup, access provisioning).
- Assist with IT-related projects, such as device rollouts or migrations.
- Generate periodic reports on service requests, ticket resolution, and asset status.
- Identify areas for process improvement and recommend solutions.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 2+ years of experience in IT Service Desk or IT Operations.
- Strong understanding of IT asset management and service management workflows.
- Experience with ITSM tools (e.g., ManageEngine ServiceDesk Plus, Jira Service Management, and etc).
- Working knowledge of Windows OS, Microsoft 365, and Active Directory.
- ITIL Foundation knowledge.
- Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
- Familiarity with hardware troubleshooting and inventory systems.
- Ensure that all incoming user requests comply with the organization’s information security policies and requirements.
- Identify cost-effective solutions, proposing optimal ways to resolve incidents and utilize available resources.
- Have experience interaction with support engineers.
- Be customer-oriented, demonstrating politeness, initiative, and a willingness to assist users.
- Have experience working as a Support Engineer, with strong knowledge of both client and server infrastructure.
- Be able to correctly classify requests (incident, service request, change, etc.) and route them to the appropriate team or specialist.
What We Offer
- Clear career development opportunities within Azerbaijan’s only stock exchange
- International knowledge exchange through partnerships with leading global stock exchanges
- Continuous training and professional development programs
- A modern, collaborative, and supportive work environment
- Comprehensive medical insurance for you and your family
If you are ready to apply your expertise where it truly matters and be part of a team shaping the future of financial markets, we look forward to hearing from you.
Interested candidates can send their CV to the e-mail address in the Apply for job button. Subject line: Service desk officer
