IT Helpdesk Engineer - #1119391

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 

• 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 

• Maintain up-to-date software and hardware inventory, track deployment status, and manage housekeeping of outdated assets 

• 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 prior to engaging Level 2/3 or external vendors 

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

Requirements: 

• Diploma / Degree in IT, Computer Engineering

• Minimum 2 years of experience in IT helpdesk 

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

• Work experience in 24x7 manufacturing environment advantageous 

• Strong analytical and problem solving/troubleshooting skills