Job Summary:
The EUC Service Desk Engineer serves as the first point of contact for technical support within the organization. This role is responsible for resolving end-user issues, managing service requests, and ensuring the smooth operation of IT systems. The ideal candidate will have strong technical skills, excellent communication abilities, and a proactive approach to problem-solving.
Key Responsibilities:
- Provide first-level technical support via phone, email, or ticketing system.
- Troubleshoot and resolve hardware, software, and network issues for end-users.
- Manage user accounts, access permissions, and password resets.
- Handle service requests and incidents in accordance with ITIL best practices.
- Maintain accurate records in the IT service management system.
- Configure and deploy end-user devices including desktops, laptops, and mobile devices.
- Support Microsoft 365, Windows OS, and other enterprise applications.
- Collaborate with other IT teams to escalate and resolve complex issues.
- Ensure compliance with IT security policies and procedures.
- Participate in IT projects and service improvement initiatives.
- Provide basic training and guidance to users on IT systems and tools.
Required Skills & Experience:
- Minimum 2-3 years of experience in IT support or service desk roles.
- Strong knowledge of Windows OS, Microsoft 365, and basic networking.
- Experience with ITSM tools and ticketing systems, Remedy or ServiceNow
- Familiarity with Active Directory, Intune, and Azure (preferred).
- Excellent troubleshooting and diagnostic skills.
- Strong communication and customer service skills.
- Ability to work independently and manage multiple tasks.
- Able to work under pressure, make effective decisions and adapt to challenging situations.
- Have VIP Support experience will be advantageous.
Qualifications:
Diploma or higher in Infocomm Technology or related field.
Additional certifications (e.g., Microsoft, CompTIA) or scripting knowledge are an advantage.
