IT Helpdesk Engineer

• The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)
• Providing remote support for end-user devices, applications, portal, policies and network connectivity via phone and email.
  
  
• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
  
  
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
  
  
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
  
  
• Handle initial classification/ prioritization of the incidents.
  
  Track the progress of resolution and provide regular updates for follow-up actions and incident status.
  
  

Requirement:

• Min Higher Nitec in IT related fields
• Min 1 year experience as technical Service Desk
• Managing incident and enquiries through ITSM tools (e.g., ServiceNow, Remedy).
  
  
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support

• Working Hour:

• Rotating 12-hour Day or Night shift.
  
  

• 2 days work with 2 days off day.
  
  

EAP No. R

EA License No. 95C5411