IT Support Service Desk Engineer - Immediate starter

Key Responsibilities

• Provide first-level IT support to troubleshoot and resolve end-user technical issues.
• Deliver accessible, timely, effective, efficient, and professional IT support services.
• Respond promptly to user queries received via voicemail, email, and fax.
• Perform accurate assessment, troubleshooting, and resolution of reported problems.
• Track incidents and provide first- and second-level support for trouble calls and service requests involving:
• Desktop and laptop systems
• LAN and network connectivity
• Centralised IT infrastructure
• Wide Area Network (WAN)
• Voice and telephony services

• Coordinate employee user account administration, including account activation, amendments, and termination.

• Receive and respond to users' IT service requests and support calls.

• Escalate unresolved technical issues to the appropriate support teams when required.

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

• Candidates will be considered for the Service Desk Engineer or Senior Service Desk Engineer position based on their relevant experience, technical expertise and demonstrated competencies.

Requirements

• Min. Nitec in any discipline
• IT technical support or call centre experience is a plus
• Strong communication and customer service skills
• Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support