IT Helpdesk Engineer

Roles & Responsibilities

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• Maintain up-to-date software and hardware inventory, track deployment status, and manage housekeeping of outdated assets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

Tell employers what skills you have

Windows XP

Troubleshooting

Technical Assistance

Analytical Skills

Inventory

Information Technology

Computer Hardware

Service Desk

Audits

Technical Support