Job Overview
We are seeking an IT Service Desk Support Engineer to provide first-level technical support and incident management in a 24x7 service desk environment. The role will be responsible for responding to user incidents and service requests, performing initial troubleshooting, monitoring tickets and system alerts, and coordinating with relevant support teams to ensure timely resolution.
Key Responsibilities
- Provide 24x7 service desk coverage on a rotational shift basis, including duty phone and service desk channels.
- Act as the first point of contact for IT incidents and service requests.
- Perform initial incident triage, troubleshooting and resolution, or escalate issues to the appropriate support teams.
- Log, categories and priorities incidents and service requests accurately in the ticketing system.
- Monitor tickets and ensure timely assignment, follow-up and closure in accordance with agreed service levels.
- Coordinate escalations for unresolved or high-impact incidents and follow through until resolution.
- Provide timely updates to users and stakeholders on incident status, service disruptions and restoration progress.
- Monitor system alerts, operational dashboards and notification channels, and initiate appropriate response actions.
- Ensure incidents and service requests are handled within defined SLA response and resolution timelines.
- Maintain accurate records of incidents, escalations and shift activities, and conduct effective shift handovers.
- Follow established SOPs, runbooks and operational procedures.
- Contribute to knowledge base updates and continuous improvement of service desk processes.
Requirements
- Relevant experience in IT Service Desk, Helpdesk, Technical Support or Incident Management.
- Basic knowledge of IT service management principles and incident management processes.
- Experience using IT service management or ticketing systems will be an advantage.
- Ability to work independently as well as part of a team.
- Willingness to work on a 24x7 rotational shift schedule.
Other Information
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