IT Service Desk

We are looking for a service-oriented and technically skilled Service Desk Engineer to join our team. The successful candidate will be responsible for providing first- and second-level technical support, troubleshooting hardware and software issues, managing IT incidents and service requests, and ensuring timely resolution of technical concerns.

Key Responsibilities

• Deploy, install, configure, and maintain desktops, laptops, and other IT peripherals.

• Handle incoming IT incidents and service requests through phone, email, and other support channels.

• Provide on-site hardware and software troubleshooting and technical assistance.

• Perform basic troubleshooting of printers, LAN, Wi-Fi, and other connectivity issues.

• Log, categorize, prioritize, and monitor incidents based on urgency, impact, and established support procedures.

• Perform NT password resets and provide basic user account and access-related support.

• Assess incident severity and criticality, ensuring proper escalation to the appropriate support teams.

• Assist in the preparation, communication, and implementation of IT advisories.

• Perform initial troubleshooting and basic isolation of security-related incidents, escalating as necessary.

• Provide basic call center support by receiving, handling, and routing incoming calls and technical concerns.

• Maintain accurate documentation of incidents, service requests, troubleshooting steps, and resolutions.

• Deliver professional, timely, and customer-focused IT support to end users.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field.

• Preferably with at least 1 year of experience in IT support, service desk, help desk, or a similar role.

• Fresh graduates are welcome to apply, provided they have relevant experience through internships.

• Knowledge of desktop and laptop hardware, software installation, and configuration.

• Basic understanding of Windows operating systems and user account management.

• Familiarity with basic network troubleshooting, including LAN, Wi-Fi, and printer connectivity.

• Good analytical, troubleshooting, and problem-solving skills.

• Excellent verbal and written communication skills.

• Strong customer service orientation and the ability to handle multiple requests.

• Willingness to provide on-site technical support and handle incoming support calls.

• Ability to work independently and collaboratively with the IT team.

Interested applicants are encouraged to apply!