Service Desk Support Technician

The role:

The Service Desk Support Technician is the first point of contact for Conduit Re staff, guests, auditors, and external partners requiring IT assistance. The role reports to the Head of IT and works closely with the wider IT team supporting Conduit Re’s Bermuda head office. The role supports day-to-day end-user computing activities, operational support processes, onboarding and offboarding administration, and general service desk operations.

The role contributes directly to service quality and operational continuity through responsive support, effective communication, accurate task execution, and timely escalation of issues where required.

Duties and responsibilities:

• Provide first-line support across hardware, software, connectivity, Microsoft 365, and end-user computing issues
• Manage support tickets and user requests in line with established service procedures and operational expectations
• Support onboarding and offboarding activities, including account setup, group membership updates, access provisioning, and device preparation
• Perform scheduled operational tasks, monitor daily backup job completion and escalate failures, and complete routine administrative activities as assigned
• Support asset management activities, including inventory updates, device lifecycle tracking, and refresh coordination
• Provide meeting room, AV, and executive support, including support for board meetings, visiting auditors, and senior leadership
• Support information security operations, including triaging phishing reports, performing MFA resets, and following the joiner-mover-leaver process to controlled standards in line with BMA regulatory expectations
• Actively promote cyber security awareness among end users, including coaching on phishing, password hygiene, secure device handling, and safe use of mobile and remote access
• Maintain accurate operational records, ticket updates, and support documentation
• Participate in cross-training and knowledge-sharing activities across the IT team

 Qualifications and experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience or technical aptitude
• CompTIA A+, Microsoft 365 Fundamentals (MS-900), or similar certifications are advantageous
• Previous experience in an IT support, service desk, or end-user support environment is preferred
• Familiarity with Microsoft 365 applications, Windows 11, Intune / Autopilot, Entra ID user administration, Teams telephony, and basic troubleshooting practices
• Exposure to ITSM ticketing systems and operational support processes is advantageous
• Strong customer service orientation with a professional and approachable communication style
• Strong organisational skills and attention to detail, with the ability to manage routine operational activities accurately and consistently
• Willingness to learn new systems, technologies, and support processes within a growing IT environment
• Calm, responsive, and solutions-focused approach when supporting users and resolving day-to-day issues
• Collaborative team player with the ability to work effectively across technical and non-technical teams
• ITIL Foundation certification, or familiarity with ITIL service management practices, is an asset
• Strong security awareness mindset, with the discretion to handle sensitive access requests appropriately and the judgement to escalate suspicious activity promptly

Apply by XX June 2026

Conduit Services Limited is an Equal Opportunity Employer. We offer an attractive and competitive compensation package.  All applications are handled with strict confidentiality, and personal data is used in accordance with our Privacy notice which Is available on our website.