IT Service Desk Engineer

Job Description: - Provide first-level technical support and troubleshooting assistance for users encountering issues with the system. - Respond promptly to inquiries, incidents, and service requests related to the system via various communication channels such as email and chat. - Diagnose and resolve basic technical problems with the system, including login issues, navigation problems, and basic functionality inquiries. - Document all support interactions and reported issues accurately and comprehensively in the ticketing system or helpdesk software. - Escalate unresolved or complex issues to level 2 or level 3 support personnel or relevant technical teams for further investigation and resolution. - Follow established procedures and protocols for incident management, including proper escalation paths and service level agreements (SLAs) adherence. - Provide guidance and assistance to users on the system features, functionalities, and best practices. - Proactively monitor the performance and availability of the system, promptly reporting any abnormalities or service disruptions to appropriate stakeholders. - Stay updated on the system updates, changes, and enhancements to provide accurate and timely support to end-users. - Collaborate with other IT support teams and departments to ensure seamless integration and interoperability of the system with other organizational systems and processes. Job Requirement: - Bachelor's degree in IT/Computer Science/Computer Studies - Minimum of 2 - 3 years of experience in related field - Proven work experience as a Service Desk Analyst, IT Helpdesk Support or similar role - Able to commute to the office. - Willingness to work shifts, including weekends and public holidays - Fast learner with a positive working attitude - Possess analytical and problem-solving mindset - Strong sense of urgency, time-management and able to work under pressure. - Good organization skills, with the ability to prioritize tasks accordingly, in a fast-paced changing environment. - Good documentation and communication skills. - Demonstrated ability to work independently, as well as within teams required. - Excellent customer service skills, with the ability to communicate technical information to non-technical users in a clear and concise manner and build strong relationships with users. - Proficient in English - Good understanding of computer hardware and software, networking, and office equipment. - Good knowledge of Microsoft products, e.g, Windows, Microsoft 365, Word, Excel, PowerPoint. - Knowledge in IT Service Management Tools such as ServiceNow Behavioral Competencies: - Able to work under pressure with multiple tasks simultaneously - Self-learner and able to work in different environment - Display strong initiative, highly motivated, committed to the tasks assigned and can work independently - A result-oriented and good team player - Must be a trustworthy and responsible person with good integrity and accountability - Excellent analytical and problem-solving skills - Proficiency in tracking and following up tickets - Demonstrated commitment to being on time for work - Strong customer service focus and ability to interact with personnel at all levels in the organization via multichannel (Chat, Email, Tickets) - Ability and willingness to actively voice and share opinions and recommend improvements. A fix to process, fix the problem, continuous process improvement approach to work