IT Support Engineer (End User Computing / Helpdesk)

Brief Summary

We are looking for a dedicated and proactive IT Support Engineer to provide end-user computing and helpdesk support within a dynamic enterprise environment. The role involves managing incident tickets, supporting user onboarding/offboarding, providing VIP support, and ensuring timely provisioning of devices and software. The ideal candidate will possess strong technical knowledge, hands-on experience with ServiceNow, and excellent communication and customer service skills.

Key Responsibilities

1. Provide day-to-day IT support during working hours (Monday to Friday, 0800hrs - 1830hrs).

2. Handle and resolve incident tickets using ServiceNow or equivalent ITSM tools.

3. Deliver high-quality VIP support for senior executives and key users.

4. Manage New Joiner processes - account creation, onboarding introduction, and laptop/mobile issuance.

5. Handle Leaver Offboarding activities including asset collection and account deactivation.

6. Perform lost device reporting and replacement, guiding users through the proper procedure.

7. Support software and license provisioning, ensuring compliance with internal standards.

8. Process device loan requests, including recloning of loan laptops and tracking return status.

9. Manage peripheral loan items and ensure inventory accountability.

10. Execute requests such as USB exception, VPN disablement, and Cloud PC provisioning.

11. Contribute to vulnerability management activities and basic remediation tasks.

12. Demonstrate agility in learning new systems, tools, and processes quickly.

Requirements

• Minimum 3 years of experience in the IT Helpdesk / End User Support environment.
• Strong hands-on experience with ServiceNow (or similar ITSM tools).
• Good knowledge of incident handling, device management, and user access processes.
• Familiarity with vulnerability management and endpoint security practices.
• Experience supporting Windows operating systems, VPN, and remote access tools.
• Excellent communication and interpersonal skills able to interact effectively with all levels, including VIP users.
• Ability to multitask, prioritize incidents, and maintain service quality under pressure.
• Fast learner with strong problem-solving and analytical abilities.