IT Helpdesk Engineer

Responsibilities:

• Deliver helpdesk services to end-users in accordance with established procedures and service KPIs, ensuring timely response and follow-up on all open tickets and service requests

• Participate in internal End-User Computing (EUC) projects, including PC/laptop procurement, warranty coordination, and hardware parts replacement

• Respond to end-user computing virus alerts and take appropriate actions to contain and resolve security incidents

• Maintain and share EUC support knowledge through proper documentation and knowledge transfer to other Helpdesk Engineers

• Maintain up-to-date software and hardware inventory, track deployment status, and manage housekeeping of outdated assets

• Ensure compliance with IT security policies, standards, and data protection requirements

• Support internal and external IT audits and perform regular documentation reviews

• Plan and coordinate teamwork schedules to ensure adequate coverage for 24x7 operations, including weekends and public holidays

• Monitor helpdesk queues to ensure timely response and resolution in accordance with SLAs or internal standards

• Provide coaching, mentoring, and training to Helpdesk Engineers to strengthen technical capabilities and customer service quality

• Serve as the primary escalation point for Level 1 issues prior to engaging Level 2/3 or external vendors

• Manage procurement activities for laptops, PCs, and software requested by users

Requirements:

• Diploma / Degree in IT, Computer Engineering

• Minimum 2 years of experience in IT helpdesk

• Work experience in Windows XP, 7, 11, Microsoft Office 2010-365

• Work experience in 24x7 manufacturing environment advantageous

• Strong analytical and problem solving/troubleshooting skills