IT Helpdesk Engineer

About Waystone

Waystone is a prominent provider of asset-servicing solutions, specializing in institutional governance, administration, risk, and compliance services tailored for financial institutions. With over 25 years of experience, Waystone offers a broad portfolio of specialized services, assisting clients to structure, operate, and expand globally through expertise, innovation, digitization, and operational capacity.

Position Overview

The IT Helpdesk Engineer Level 1 will support the IT department by managing technical service desk operations, participating in project tasks, and conducting monitoring activities.

Key Responsibilities

• Handle and resolve all service desk tickets and incoming phone requests adhering to agreed service level agreements.
• Assign tickets efficiently, escalate them to appropriate levels when necessary, and pursue timely updates.
• Ensure end-to-end ticket management with a strong focus on customer service, including effective communication and follow-ups.
• Keep users informed proactively on ticket statuses and related communications.
• Maintain up-to-date knowledge of hardware and software technologies to deliver first-level support.
• Contribute to identified projects and provide input as needed.
• Assist in disaster recovery testing and support during production disaster recovery events.
• Help the team in meeting overall objectives and acquire knowledge from senior members actively.
• Comply fully with IT department processes, procedures, and corporate policies.

Requirements

• A degree in IT or relevant experience in the field.
• ITIL certification is mandatory.
• General understanding of IT theories, principles, and practices.
• Additional technical qualifications are advantageous.
• A minimum of two years’ experience in a helpdesk role.
• Excellent time management, organizational, verbal and written communication, critical thinking, and attention to detail skills.
• Effective interpersonal skills to communicate with colleagues efficiently.
• Ability to perform well under pressure, meet tight deadlines, and make pragmatic decisions.
• Adaptability and teamwork orientation.
• Self-motivated work ethic and the ability to use initiative.
• Composure under stressful situations.
• Proficiency in MS Office suite.
• Solid understanding of Active Directory.
• Experience with supporting WebEx platforms and mobile devices.
• Familiarity with Multi-Factor Authentication (MFA) processes.