IT Helpdesk Engineer

2 days ago

NorthEast Region, Singapore United Test And Assembly Center Limited (UTAC) Full time $40,000 - $60,000 per year

Responsibilities:

  • Deliver helpdesk services to end-users in accordance with established procedures and service KPIs, ensuring timely response and follow-up on all open tickets and service requests

  • Participate in internal End-User Computing (EUC) projects, including PC/laptop procurement, warranty coordination, and hardware parts replacement

  • Respond to end-user computing virus alerts and take appropriate actions to contain and resolve security incidents

  • Maintain and share EUC support knowledge through proper documentation and knowledge transfer to other Helpdesk Engineers

  • Maintain up-to-date software and hardware inventory, track deployment status, and manage housekeeping of outdated assets

  • Ensure compliance with IT security policies, standards, and data protection requirements

  • Support internal and external IT audits and perform regular documentation reviews

  • Plan and coordinate teamwork schedules to ensure adequate coverage for 24x7 operations, including weekends and public holidays

  • Monitor helpdesk queues to ensure timely response and resolution in accordance with SLAs or internal standards

  • Provide coaching, mentoring, and training to Helpdesk Engineers to strengthen technical capabilities and customer service quality

  • Serve as the primary escalation point for Level 1 issues prior to engaging Level 2/3 or external vendors

  • Manage procurement activities for laptops, PCs, and software requested by users

Requirements:

  • Diploma / Degree in IT, Computer Engineering or relevant experience

  • Minimum 2 years of experience in IT helpdesk

  • Work experience in Windows XP, 7, 11, Microsoft Office

  • Work experience in 24x7 manufacturing environment advantageous

  • Good interpersonal skills for customer relations

  • Strong analytical and problem solving/troubleshooting skills

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