IT Helpdesk Engineer (L1)

We are partnering with a key healthcare industry leader to hire a team of IT Helpdesk Engineers (L1). The team would be responsible for providing L1 IT support to end-users, acting as the first point of contact for IT incidents and service requests while delivering excellent customer service and meeting SLA commitments.

Key Responsibilities

• Provide L1 IT support via phone, email and collaboration platforms.
• Log, classify and troubleshoot incidents and service requests using an ITSM system.
• Escalate unresolved incidents to Level 2/3 support.
• Handle password resets, account unlocks and standard user requests.
• Monitor tickets through to closure and communicate updates to users.
• Maintain accurate ticket documentation and meet SLA targets.

Requirements

• Diploma/Degree in Information Technology or related discipline.
• 1–2 years of IT Helpdesk experience.
• Experience supporting users in a healthcare, hospital, clinic or other regulated environment is highly preferred.
• Strong customer service, communication and troubleshooting skills.
• Able to work rotating shifts, weekends and public holidays.

Technical Skills

• Windows 10/11
• Microsoft 365
• Outlook
• Microsoft Teams
• Active Directory
• Remote support tools
• ITSM platforms (ServiceNow, Freshservice, ManageEngine, Jira Service Management)

Good-to-Have Skills

• ITIL Foundation certification.
• Microsoft 365 Fundamentals / Modern Desktop certifications.
• Experience with Microsoft Intune and Windows Autopilot.
• Knowledge of Microsoft Entra ID (Azure AD), BitLocker and MFA.
• Experience supporting Electronic Medical Record (EMR), Hospital Information Systems (HIS) or other healthcare applications.
• Experience working in SLA-driven Managed Service Provider (MSP) environments.
• Knowledge of asset lifecycle management and endpoint security
• Prior relevant work experience in the healthcare environment.

Soft Skills

• Customer-focused
• Professional communication
• Patient
• Team player
• Able to work under pressure