IT Helpdesk Engineer (Contract)
Summary
First-level IT helpdesk support on rotating shifts (including possible weekend duty): handling calls and email queries, logging incidents in a ticketing tool, troubleshooting to first-line resolution, and escalating to second-level support per the escalation matrix. Core focus is IT service desk work aligned with ITIL/CompTIA-level skills.
Benefits:
Basic up to 3.2k
Standard Insurance coverage
Shift allowance*
Performance Bonus*
CompTIA certificate sponsorship*
*Subject to T&C
Contract duration:
1 year, renewable subject to performance
Responsibilities:
To provide timely, effective, efficient, and professional quality service to resolve problems and to achieve customers’ expectation.
Polite and professional in handling all calls, email queries, and requests.
Log all reported incidents using the incident ticketing tool.
Provide first level support to troubleshoot and resolve technical issues.
Accurate assessment / resolution of problems.
Regular updates for follow up actions & incident status.
Escalate of incidents to appropriate second level support in accordance with escalation matrix as per work instructions.
Work with Team Lead to feedback and improve processes where applicable.
Weekend duty may be required
Qualifications:
Diploma and Degree in Information Technology.
At least 1 year of working experience in IT Service Desk environment.
Strong computer skills and ability to trouble shoot IT related issue and achieve first line resolution.
Good writing and verbal communication skills.
Certifications such as ITIL Foundation and CompTIA A+ or equivalent are a plus.
Working hours:
12-hour shift; Rotation of 2 days’ work and 2 days’ rest
OR
Core rotating shift: Monday to Friday: 8.5 hours. Day shift between 1 pm – 10:30 pm. Night shift between 10:30 pm to 8 am.