IT Helpdesk Support Engineer

Responsibilities

. Provide technical assistance and support to end-users who are experiencing software or application related issues.

. Ensure the smooth functioning of computer systems and addressing users concerns promptly and effectively.

. Resolve IT-related problems, improving user experience, and maintaining a high level of customer satisfaction.

. Escalate and respond back to users on the outcome of their highlighted issues within the required KPI/SLAs.

Requirements

. Diploma in Computer Engineering or related discipline with 1 - 2 years of experience in a technical support or helpdesk role

. Experience in handling ticket management and escalations in a service desk environment

. Strong troubleshooting and problem-solving skills for application-related issues

. Hands-on experience with ServiceNow or similar ticketing systems

Good to have:
a) Familiarity with ITIL processes (e.g., incident, problem, and service request management)

b) Experience working in SLA/KPI-driven support environments, with an understanding of service performance and reporting expectations

c) Experience in customer-facing or end-user support roles, with strong communication and user engagement skills

Licence no: 12C6060