Virtuelle Group is a leading MSP/MSSP specialising in providing Managed ICT & Cyber Security services and solutions across a broad range of industries in the APAC region. At Virtuelle we exist to help our clients realise their true potential. Great outcomes for our clients and our people is why we exist.

We are a Frontier Firm: we have embedded AI into how we work and how we serve our clients, and we are seeking an IT graduate to join our Service Desk as a Graduate Service Desk Engineer.

OUR VALUES

How we show up each day with each other and how we serve our clients is guided by our values. We own it and deliver the outcome, we value time and act with purpose, we challenge ourselves and pursue learning, we are customer obsessed in how we listen and respond, and we are in this together as one team.

The Role

The Virtuelle Service Desk is the single point of contact for our customers, delivering Level 1 and Level 2 support by phone, email and remote desktop tools, and ensuring every incident is captured, categorised and allocated correctly in line with ITIL practice.

As a graduate you will be trained and mentored to own tickets end to end and build real technical depth across the Microsoft stack.

You will also work with AI from day one. We are a Frontier Firm using Microsoft 365 Copilot and purpose-built agents across our service desk and security operations, so you will build AI fluency alongside your core technical foundations. We invest heavily in mentoring and certification, and you will be supported to grow your career with us.

WHAT YOU WILL BE DOING

• Act as a first point of contact for customers, logging every request with accuracy and detail.
• Triage, categorise and prioritise incidents and service requests, escalating appropriately where additional technical expertise is required.
• Resolve Level 1 issues across Microsoft 365, Windows, Entra, Intune and common business applications, working towards Level 2 capability.
• Use Microsoft 365 Copilot and our internal AI agents to accelerate diagnosis, resolution and customer communication, applying sound judgement to validate outputs before they reach a client.
• Maintain ticket hygiene, accurate time recording and clear customer updates through to resolution.
• Assist with proactive maintenance activities, including patching, updates and health checks.
• Contribute accurate, reusable documentation to the knowledge base.

Skills required

• Bachelor's degree in Computer Science, Information Technology or a similar discipline.
• Microsoft certifications preferred, for example MS-900 or AZ-900, or a willingness to obtain them.
• Interest in AI and automation, with a willingness to learn tools such as Microsoft 365 Copilot and Copilot Studio. Prior exposure through study or personal projects is well regarded but not essential.
• Excellent verbal and written communication skills, with a professional and customer-first manner.
• Genuine passion for technology and for engaging with customers.
• A can-do attitude, strong attention to detail, and the ability to learn quickly in a fast-paced environment.
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