Deskripsi Pekerjaan
Are you a dedicated IT professional looking to advance your career in a dynamic service environment? Trust Recruit is seeking a motivated Service Desk Engineer to join our expanding team in Kampong Ubi. In this role, you will be the first point of contact for technical support, serving as a critical bridge between our infrastructure and our end-users.
We are looking for a candidate who thrives in a fast-paced setting and possesses a solid understanding of ITIL frameworks. You will play a key role in incident management, ensuring that technical issues are resolved efficiently while maintaining high standards of service delivery. If you are passionate about troubleshooting, incident response, and delivering exceptional IT support, we want to hear from you.
Tanggung Jawab
- Provide first and second-level technical support for hardware, software, and network-related issues.
- Manage the end-to-end incident lifecycle in accordance with ITIL best practices.
- Document all support requests, resolutions, and escalations accurately within the ticketing system.
- Monitor system performance and perform proactive maintenance to prevent recurring incidents.
- Collaborate with cross-functional IT teams to resolve complex technical escalations.
- Assist in the deployment and configuration of end-user computing devices.
- Maintain a high level of customer satisfaction by ensuring timely communication and resolution.
Kualifikasi
- Minimum 1-2 years of experience in a Service Desk or IT Helpdesk environment.
- Solid understanding of ITIL methodology (Incident, Problem, and Change Management).
- Proficiency in troubleshooting Windows OS, Microsoft Office 365, and common business applications.
- Strong problem-solving skills with a logical approach to incident response.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Relevant IT certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft 365 Certified) are highly advantageous.
- Ability to work independently and as part of a collaborative team in a fast-paced environment.