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

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Company Intel

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