IT Helpdesk Support Engineer (Ref 26489)

Responsibilities • Provide technical assistance and support to end-users who are experiencing software or application related issues. • Ensure the smooth functioning of computer systems and addressing users' concerns promptly and effectively. • Resolve IT-related problems, improving user experience, and maintaining a high level of customer satisfaction. • Escalate and respond back to users on the outcome of their highlighted issues within the required KPI/SLAs. Requirements • Diploma in Computer Engineering or related discipline with 1 - 2 years of experience in a technical support or helpdesk role • Experience in handling ticket management and escalations in a service desk environment • Strong troubleshooting and problem-solving skills for application-related issues • Hands-on experience with ServiceNow or similar ticketing systems Good to have: a) Familiarity with ITIL processes (e.g., incident, problem, and service request management) b) Experience working in SLA/KPI-driven support environments, with an understanding of service performance and reporting expectations c) Experience in customer-facing or end-user support roles, with strong communication and user engagement skills Licence no: 12C6060