IT Helpdesk Engineer
4 days ago
Service Desk Engineer
Location: East
Employment Type: Contract (12 months, renewable)
2 types of shift arrangement:
- 5 days Core rotating shifts (8.5 hours, day shift & night shift)
- 12 hours shifts (Rotation of 2 days' work and 2 days' rest
Job Description:
We are looking for a dedicated and service-oriented IT Service Desk Engineer to provide first-call resolution support via phone and email. You will handle technical issues, perform initial troubleshooting, and ensure timely resolution or escalation of incidents.
Responsibilities:
- Provide First Call Resolution (FCR) support through phone and email
- Ensure timely response to incoming calls and emails
- Perform Level 1 troubleshooting and escalate issues as per SOPs
- Submit timely updates to customers on the status of reported issues
- Maintain ownership of cases and follow through until closure
- Record accurate and complete incident details
- Handle incident classification and prioritization
- Monitor and track progress of incidents, providing regular status updates
- Alert Team Lead of unusual spikes in specific incident types
Requirements:
- Minimum Nitec in IT or related field
- At least 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk
- Working knowledge of: Windows Operating Systems, Active Directory (account administration), Microsoft Outlook, Mobile device support
- Strong communication and problem-solving skills
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