Service Desk Engineer

JOB PURPOSE

Responsible for providing first level ICT troubleshooting / problem-solving assistance and ensuring an effective end-user support to both staff (administration & academic) and students,in addition to the responsibility of effective administration and operations of the ICT Service Desk function.

AREAS OF RESPONSIBILITIES

• Supervise and lead a team of ICT Service Desk Support personnel.

• Ensure the overall operations of the ICT Service Desk Support function of the campus is effective and efficient.

• Efficiently assist students and staff who call, email, visit the Service Desk regarding all ITrelated issues.

• Ensure the overall operations of the ICT Service Desk Support function of the campus iseffective and efficient.

• Assessing the urgency and impact of service requests to prioritize them appropriately andensure that critical issues are addressed promptly.

• Maintaining excellent verbal communication skills with the ability to communicate effectively

with technical and non-technical colleagues at all levels in the organisation.

• Maintaining detailed records of service requests, troubleshooting steps, and resolutions. This documentation helps in knowledge sharing and trend analysis.

**•**Administration of ICT resources such as loan items and preventive maintenance task.

• Provide technical assistance and support to end-users, including troubleshooting hardware andsoftware issues, resolving technical problems, and answering user queries.

• Any other responsibilities or duties that may be assigned to you from time to time.

•Service Desk Function

o Manage the ICT Service Desk function effectively and efficiently by providing first level troubleshooting & problem-solving support for network, operating systems & applications software (Admin & Computer Labs) according to the service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.

o Ensure customer’s queries, complaints or problems are attended within service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.

o Collaborating with Applications Support, including Network Administrators, System Administrators and Developers to resolve complex issues and contribute to problem-solving along with software vendors and equipment suppliers to resolve issues and problems encountered by end-users within service level commitments.

o Ensure rapid closure of queries, complaints or problems logged within service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.

o Document and maintain records of all relevant transactions and generate appropriate reports pertaining to Service Desk activities.

o Improve response time in dealing ICT query, complaints, or problems.

o Generating and presenting regular reports on service desk performance, including incident trends, response times, and user satisfaction.

•Training & Others

o Provide relevant user training for both administration and academic staff, wherever applicable.

o Other tasks deemed relevant to the effective operations and administration of the ICT Service Desk function.

o Analyse ICT requests, enquiries and handle them when appropriate.

o Organizing meetings with stakeholders when necessary, including liaison with users,vendors, and students.

o Carrying out background IT research and presenting findings whenever necessary.

o Carrying and executing specifics projects and research directed by the management.

o Producing documents, briefings and assisting in preparing reports and records during auditing.

o To manage and update IT documentations and ensure it is ISO compliance.

o To establish and ensure both manual and electronic documentations (SharePoint) are up to date.

o Working closely with Manager on decision-making discussion and budgeting.

JOB SPECIFICATIONS

MINIMUM ACADEMIC / PROFESSIONAL QUALIFICATION

**•**Possess a degree (or additional years of experience if the incumbent does not have a degree)in Computer Science, or Information Technology, or equivalent, with at least 2 to 3 years of relevant work experience in systems administration, service desk support function, or network/ technical support in either an end-user or vendor environment.

• Strong problem-solving skills with technical aptitude, along with creativity with good communications and people management skills.

• Capable of working harmoniously with colleagues while also demonstrating the ability to work independently with minimal supervision.

RELATED EXPERIENCE

Preferably at least 3 years of working experience, preferably in an educational institution.

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

**•**Exceptional customer service skills, including effective communication, empathy, and conflict resolution. Familiarity with ticketing systems and remote support tools.

• Strong problem-solving skills to address technical challenges and find innovative solutions.

• Excellent verbal and written communication skills, with the ability to effectively convey technical concepts to non-technical clients.

• Proficiency in communicating technical guidance and instructions to users for operating personal computers, applications, and systems.

• Maintaining a positive attitude and optimistic outlook to create a more pleasant and productive work environment.

• Staying updated on the latest trends and advancements in computer hardware, software, and IT technologies.

COMPETENCIES (BEHAVIOURAL)

**•**Take responsibility for own development needs and continually improve knowledge and skill proficiency and demonstrate a commitment to teamwork and acquiring new capabilities.

• Always act with integrity and maintain professional conduct in accordance with company’score values.

• Able to solicit performance feedback from colleagues and reviewers, acting on areas fordevelopment, and seeking to provide insight based on facts.

• Able to participate in open and effective communication within the organization.

• Effective time management is crucial in a service desk role, as it involves prioritizing and efficiently handling multiple service requests that may need simultaneous attention.

• Maintaining calm under pressure attitude is vital for ICT service desk personnel, particularly when faced with high-stress situations such as technical outages or critical incidents.Making informed decisions in such circumstances is of utmost importance.