Helpdesk Executive (EUC)

Overview Role:

The helpdesk executive will perform helpdesk functions (level 1 support) for end-user computing (EUC) hardware and software. Job scope includes handling new PC/laptop 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.

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.
. Create and maintain documentations
. Execute tasks based on SOP/Work procedure and ISO27001 requirements.
. 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.

. Provide after-hours standby support on a rotational basis. Maintain up-to-date software and hardware inventory, track deployment status, and manage housekeeping of outdated assets.
. Perform Asset disposal.
. Ensure the helpdesk area is organized, clean, and well-maintained.
. Assist the Team Lead in preparing justifications for end-user computing (EUC) related expenses.
. Maintain accurate records of IT assets across all sites.
. 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 before engaging Level 2/3 or external vendors.

. Manage procurement activities for laptops, PCs, and software requested by users.

. Support meeting room IT projects, including setup and maintenance of TVs, remote displays, and other AV devices.

. Ad-hoc tasks/Project assigned by Supervisor.

Requirements:

. Diploma in IT, Computer Engineering, or relevant experience

. 2+ years of helpdesk experience

. Work experience in Windows XP, 7, 11, Microsoft Office 2010-365

. Work experience in a 24x7 manufacturing environment advantageous

. Good interpersonal skills for customer relations

. Ability to work under pressure

. Strong analytical and problem-solving/troubleshooting skills, combined with the ability to provide quick resolution to problems

. Knowledgeable in-service desk systems and IT tools

. Good judgment in handling serious customer problems