IT Desktop Support Engineer

Job Description

• Provide desktop support services by handling user requests including receiving, prioritizing, documenting, and resolving issues promptly while escalating to appropriate teams when needed to ensure customer satisfaction and meet SLA targets.
• Conduct imaging and re-imaging of workstations.
• Carry out asset inventory management.
• Escalate technical issues to third-party vendors or resolver groups as required.
• Update incident records accurately.
• Create and maintain work instructions where applicable.
• Document operational standards and procedures when necessary.

Requirements

• Minimum education: ITE/Diploma graduate with at least 1 year experience in desktop support.
• At least 1 year hands-on experience with Microsoft Windows 10 and Microsoft Office 365.
• Proficient in spoken and written English.
• Possess one or more of the following certifications or their equivalents: CompTIA A+, CompTIA Security+, CompTIA Network+, Microsoft Certified: Windows Client, or Microsoft Certified: Managing Modern Desktops.
• Previous experience in IT helpdesk or call center support, including provision of remote support via telephone or remote tools, is advantageous.
• Demonstrated knowledge supporting workstations and their components.
• Strong verbal and written communication abilities.
• Good coordination and organizational skills.
• Ability to prioritize tasks effectively and act with urgency.
• Capable of clear communication with colleagues and supervisors.

Additional Details

• Minimum qualification required: Diploma (D3).
• Minimum experience level: Staff with prior relevant experience.
• Age and GPA requirements: Not specified.