Service desk officer

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