Responsibilities:
- Support the day-to-day technical helpdesk operations.
- Handle complex incidents and coordinate with L2 teams to ensure resolution within the agreed Service Level Agreement.
- Oversee and monitor staff performance to ensure service level targets are met.
- Investigate discrepancies and complaints, taking corrective actions as needed.
- Provide timely and accurate updates to staff on operational changes and information.
- Conduct on-the-job training and refresher programs for team members.
- Collaborate with the product manager for product onboarding and prepare monthly reports.
- Step in as a Helpdesk engineer during staff shortages to ensure smooth operations.
- Perform any other relevant duties as assigned by the Supervisor.
- Monitor system alerts and abnormal system behaviors.
- Follow incident isolation procedures to identify and verify issues, applying resolution scripts or escalating when necessary.
- Consolidate records for reporting, analytics, or audit purposes.
- Perform post-change health checks to ensure system stability after changes.
- Manage the full lifecycle of incident tickets, from creation and updates to escalation and closure.
- Review and verify operational scripts, identifying areas for improvement.
Requirements:
- Diploma or Degree in Information Technology or a related engineering field.
- Minimum 4 years of experience in technical helpdesk operations.
- Preferably certified in CCNA, CCNP, or ITIL.
- Prior experience working with government technology agencies is advantageous.
- Strong understanding of incident, problem, and service request management.
- High level of integrity, accountability, and teamwork.
- Excellent interpersonal skills.
- Ability to work in a 12-hour rotating shift schedule, including weekends and public holidays.
- Capable of following documented work instructions and procedures.
