Position Summary
As an IT helpdesk engineer, you will be providing 1st Level IT support to end-users locally and regionally via, via Phone and Remote-control tools. To manage users’ incidents and queries in a professional and timely manner. Job scopes includes handling new PC/laptops/printers, AV/VC system, IT purchase/repair, logging and closing tickets, troubleshooting and solving EUC issues, maintaining inventory, providing daily/weekly performance report to team lead, completing assigned project tasks, and to support after office-hour standby call rotation.
Key Responsibilities
- Managed all helpdesk service requests (Office & Production users).
- Plan, coordinate, and prioritize activities tasks to ensure timely and effective resolution of IT support requests and incidents.
- Develop and maintain IT SOPs, documentation, and asset inventory.
- Monitor and report on SLA related to desktop support service levels, team productivity, and customer satisfaction.
- Log all incidents (either via phone or email) into the Incident Management System and handle all incidents within the SLA.
- Troubleshoot and resolve end user application issues, maintain, and update technical support documentation.
- Engage in internal EUC projects, PC/Laptop purchase, part replacement / repair for end user computing devices.
- Assist in the testing and rollout of the hardware, software and internal applications, patches to all PCs.
- Proactively monitor, identity, investigate and resolve technical issues.
- Provide daily/weekly/monthly update on the progress to the helpdesk lead.
- Understand the user’s requirement, provide recommendation and solution to the user within SLA.
Requirements
- Higher Nitech or Diploma in Information Technology, Computer Science or relevant fields.
- Strong oral and written communication skills with demonstrated abilities to communicate with other department team members.
- At least 5 years of experience in End User support environment.
- Work experience in Windows 7,8,10 and above.
- Work experience in 24x7 manufacturing environment is an added advantage.
- Good interpersonal skills for customer relations.
- Ability to work under pressure.
- Strong analytical and problem solving/troubleshooting skills, combined with ability to provide quick resolution to problems.
- Knowledgeable in-service desk systems and IT tools.
- Must be independent, resourceful, pro-active and a team player.
- In-depth knowledge of servers and network, data organization, and both hardware and software.
- Effectively communicate with teammates and managers.
- Ability to prioritize effectively and work with a sense of urgency.
