Summary of the role
IT Desk Engineer will be a member of a team providing customer sensitive and responsive support, fault resolution and advice on services to ensure the maximum availability, performance and utilisation of information. The incumbent will be responsible for ensuring a systematic, disciplined and analytical approach to problem solving and ensuring agreed procedures and standards are met.
The role will provide first level technical remote support to end users from NEC’s enterprise customers. The incumbent will work closely with IT Desk Team Leads and Level 2 Technical Support Engineers to achieve this objective.
Responsibilities
• Actively respond to incoming enquiries, incident and service requests via calls, e-mails etc. within an agreed time limit, agreed processes and in a professional and customer oriented manner
• Identify, assess, record and manage all reported user’s issues in IT Service Management tool
• Perform first level trouble-shooting with or without remote tools on desktop and basic systems/network issues
• Escalate requests/issues to the appropriate resolver group, according to Service Level Agreement (SLA) on problems resolution
• Generate reports on regular status updates on all open incidents/service requests and to close tickets within SLA
• Ensure daily tasks are executed according to Standard Operating Procedures
• Any other ad-hoc duties as required or assigned
Requirements
• Bachelor degree in related discipline
• At least 1 year of IT Service Desk or Desktop support experience. Candidates who do not meet the experience required will be considered on their proficiency in technical skills
• Fresh graduates are welcome to apply
• Internet savvy
• Adequate support knowledge of common platform and productivity tools, such as Windows 7/8/10, MS Office, Internet Explorer and Chrome
• Customer-oriented, patient, meticulous and strong team player
• Self-motivated, action-and-results oriented
• Strong, effective communication and interpersonal skills with desire to work as part of a team
• Candidates will either be working normal office hours or 12-hour shift rotation
