IT Help Desk Support Engineer

Job Description

This role is the first Level of IT Support which is usually on-site or in some cases performed remotely. This support includes but is not limited to Personal Computing, Mobile Devices, Telephone, Networks, Audio/Video Conferencing, Meeting Room Equipment, CCTV, Access Control, or any other site infrastructure.

Key Responsibilities:

• Take ownership of IT issues reported by users and see problems through to resolution.
• Ensure that all requests are logged, evaluated, implemented, documented, and reviewed on the IT Helpdesk System in a controlled manner as per the processes. Share timely updates/ communication with the users.
• Ensure availability/reachability in designated sites throughout the service windows. On-demand availability for non-business hours to support emergency/business critical issues/ VIP users as required.
• Monitor the helpdesk system queue to pick up requests for the responsible area. Make sure the requests are always resolved in the agreed SLA with accurate and complete information provided.
• Validate all level 1 checks, self-help, and support documentation in a given time before escalating requests to next-level support or vendor.