It Help Desk Engineer

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A degree in IT or relevant experience
• ITIL Certified
• General knowledge of information technology, theory, principles, and practices.
• Any technical qualifications

Experience:

• Minimum of 2 years in a helpdesk role.
• Outstanding time management, organisational skills, oral/written communication skills, critical thinking and attention to detail is required.
• Ability to interact and communicate with colleagues efficiently and effectively.
• Be able to work under pressure and against tight deadlines to implement pragmatic and intelligent decisions.
• Be adaptable and work as an effective member of a team.
• Work conscientiously and use own initiative.
• Be calm under pressure and manage stressful situations.
• Strong MS Office Skills.
• Strong understanding of Active Directory.
• Experience support WebEx and mobile devices.
• MFA experience

Summary: The role of IT Helpdesk Engineer Level 1 is to support the IT team in all aspects of technical service desk management, project tasks and monitoring.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Action and resolve all incidents / requests that come to the service desk queue or phone lines with the agreed service levels.
• Ensure that ticket assignments will maximize efficiency. Escalate tickets to the relevant level if required and request updates.
• Ensure that the entire ticket life cycle is carried out with the highest level of customer service through appropriate communication and follow ups.
• Proactively keep the end user updated on the current ticket status with related communications.
• Stay up to date with all relevant technology hardware and software to provide the first level of support.
• Assist in relevant and identified projects and contributes inputs where required.
• Assist in disaster recovery testing and support for any production disaster recovery incidents.
• Contribute strongly to the team in achieving the overall team objectives.
• Actively gain knowledge from more experienced team members.
• Ensure that all activities conform to the process and procedures that are in place in the IT department.
• Ensure complete compliance with internal and corporate policies