IT Service Desk Engineer

Basic Information







Date Published


Job ID


Travel Amount


Description and Requirements

"At BMC trust is not just a word - it's a way of life!" We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!  We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! 
About the role: 
As a IT Service Desk Engineer, you will provide first and second line technical support to internal staff. You’ll require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user problems, which may range from straightforward to more complicated technical issues. Coverage includes all BMC Office users as well as remote users at other BMC offices and home workers.

Act as a single point of contact for phone calls and emails from BMC Internal Users regarding IT issues and queries 
Receiving, logging and managing calls from internal users via telephone and email 
1st and 2nd line support - troubleshooting of IT related problems for software & hardware issues 
Knowledge on Windows10 and 11, MAC OS 
Troubleshoot basic network issues such as LAN, WAN and Wireless 
Troubleshoot Browser issues and applications hosted on Cloud
Escalate issues to other IT teams outside the Service Desk Scope 
Log all calls in the Service Desk Call Logging system (Remedy)
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner 
To maintain a high degree of customer service for all support queries and adhere to all service management principles and Best Support Practices
Provide support for O365 application used within the Association (Word, Excel, Outlook, PowerPoint) 
Creating Knowledge Articles for all daily issues.
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. 
Intelligent Hub Mobile Device Management / or another MDM tool experience 

Any Graduate
An ITIL qualification is preferable but not essential
MCSA, CCNA, Mac Certification is required but not compulsory. 

Excellent communication skills and telephone manner. 
Previous IT Service Desk and/or Call Centre experience will be preferable
Basic User & Security Group Active Directory administration 
Strong knowledge of Microsoft based operating systems on Windows 10/11 and Office 2016, Office 365
Experience with using and troubleshooting Outlook issues within a network environment (permissions, calendar sharing, delegation) 
Virtual Private Network (knowledge & troubleshooting) 
Self-Paced and providing excellent customer service.
Available to work 24/7
Our commitment to you! • BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU! • If after reading the above, You’re Unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas! It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

Min salary


Max salary