Service Desk Engineer

We are Qualco Group, a leading fintech organisation with over 25 years of experience delivering innovative technology solutions to banks and financial institutions. Serving clients in over 30 countries, we leverage advanced technologies, such as AI and analytics, to develop proprietary software and platforms that accelerate digital transformation and generate lasting value for businesses, society, and the broader economy.

A Day in the Life of a Service Desk Engineer at Qualco will include:

Single Point of Contact & Ticket Management:

• First-Line End-User Support: Acting as the primary, high-touch single point of contact for end-users across the entire group via phone calls, email, and self-service ticketing portal;
• Ticket Triage, Incident Resolution & Escalation: Accurately logging, classifying, prioritizing, and managing the end-to-end lifecycle of Incidents and Service Requests in alignment with ITIL frameworks, while delivering first-line investigation, diagnosis, and resolution of end-user technical issues and seamlessly escalating complex cases to Tier 2 support group.

Identity, Access & User Lifecycle Management:

• Executing Onboarding, Offboarding and employee changes workflows, including account creat