Service Desk Engineer

JOB PURPOSE

Responsible for providing first level ICT troubleshooting / problem-solving assistance and ensuring an effective end-user support to both staff (administration & academic) and students,in addition to the responsibility of effective administration and operations of the ICT Service Desk function.

AREAS OF RESPONSIBILITIES

•Supervise and lead a team of ICT Service Desk Support personnel.

•Ensure the overall operations of the ICT Service Desk Support function of the campus is effective and efficient.

•Efficiently assist students and staff who call, email, visit the Service Desk regarding all ITrelated issues.

•Ensure the overall operations of the ICT Service Desk Support function of the campus iseffective and efficient.

•Assessing the urgency and impact of service requests to prioritize them appropriately andensure that critical issues are addressed promptly.

•Maintaining excellent verbal communication skills with the ability to communicate effectively

with technical and non-technical colleagues at all levels in the organisation.

•Maintaining detailed records of service requests, troubleshooting steps, and resolutions. This documentation helps in knowledge sharing and trend analysis.

•Administration of ICT resources such as loan items and preventive maintenance task.

•Provide technical assistance and support to end-users, including troubleshooting hardware andsoftware issues, resolving technical problems, and answering user queries.

•Any other responsibilities or duties that may be assigned to you from time to time.

•Service Desk Function

o Manage the ICT Service Desk function effectively and efficiently by providing first level troubleshooting & problem-solving support for network, operating systems & applications software (Admin & Computer Labs) according to the service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.

o Ensure customer’s queries, complaints or problems are attended within service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.

o Collaborating with Applications Support, including Network Administrators, System Administrators and Developers to resolve complex issues and contribute to problem-solving along with software vendors and equipment suppliers to resolve issues and problems encountered by end-users within service level commitments.

o Ensure rapid closure of queries, complaints or problems logged within service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.

o Document and maintain records of all relevant transactions and generate appropriate reports pertaining to Service Desk activities.

o Improve response time in dealing ICT query, complaints, or problems.

o Generating and presenting regular reports on service desk performance, including incident trends, response times, and user satisfaction.

•Training & Others

o Provide relevant user training for both administration and academic staff, wherever applicable.

o Other tasks deemed relevant to the effective operations and administration of the ICT Service Desk function.

o Analyse ICT requests, enquiries and handle them when appropriate.

o Organizing meetings with stakeholders when necessary, including liaison with users,vendors, and students.

o Carrying out background IT research and presenting findings whenever necessary.

o Carrying and executing specifics projects and research directed by the management.

o Producing documents, briefings and assisting in preparing reports and records during auditing.

o To manage and update IT documentations and ensure it is ISO compliance.

o To establish and ensure both manual and electronic documentations (SharePoint) are up to date.

o Working closely with Manager on decision-making discussion and budgeting.

JOB SPECIFICATIONS

MINIMUM ACADEMIC / PROFESSIONAL QUALIFICATION

•Possess a degree (or additional years of experience if the incumbent does not have a degree)in Computer Science, or Information Technology, or equivalent, with at least 2 to 3 years of relevant work experience in systems administration, service desk support function, or network/ technical support in either an end-user or vendor environment.

•Strong problem-solving skills with technical aptitude, along with creativity with good communications and people management skills.

•Capable of working harmoniously with colleagues while also demonstrating the ability to work independently with minimal supervision.

RELATED EXPERIENCE

Preferably at least 3 years of working experience, preferably in an educational institution.

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

•Exceptional customer service skills, including effective communication, empathy, and conflict resolution. Familiarity with ticketing systems and remote support tools.

•Strong problem-solving skills to address technical challenges and find innovative solutions.

•Excellent verbal and written communication skills, with the ability to effectively convey technical concepts to non-technical clients.

•Proficiency in communicating technical guidance and instructions to users for operating personal computers, applications, and systems.

•Maintaining a positive attitude and optimistic outlook to create a more pleasant and productive work environment.

•Staying updated on the latest trends and advancements in computer hardware, software, and IT technologies.

COMPETENCIES (BEHAVIOURAL)

•Take responsibility for own development needs and continually improve knowledge and skill proficiency and demonstrate a commitment to teamwork and acquiring new capabilities.

•Always act with integrity and maintain professional conduct in accordance with company’score values.

•Able to solicit performance feedback from colleagues and reviewers, acting on areas fordevelopment, and seeking to provide insight based on facts.

•Able to participate in open and effective communication within the organization.

•Effective time management is crucial in a service desk role, as it involves prioritizing and efficiently handling multiple service requests that may need simultaneous attention.

•Maintaining calm under pressure attitude is vital for ICT service desk personnel, particularly when faced with high-stress situations such as technical outages or critical incidents.Making informed decisions in such circumstances is of utmost importance.