Job Description

Overview Role:

The helpdesk executive will perform helpdesk functions (level 1 support) for end user computing (EUC) hardware and software. Job scope includes handling new PC/laptop purchase/repair, logging and closing tickets, troubleshooting and solving EUC issues, maintaining inventory, providing daily/weekly performance report to team lead, completing assigned project tasks, and to support after office-hour standby call rotation.

Responsibilities:

• Deliver help desk services to customers following established procedures, response to and follow up on open service desk calls / service requests in a timely manner to meet service KPIs
• Engaged in internal EUC projects, PC/laptop purchase, solve warranty problem, parts replacement for end user computing devices
• Respond to end user computing virus exception alerts, take necessary action to address the problem
• Retain EUC support knowledge through documentation and knowledge transfer to other Help Desk Engineer
• Support after office-hour standby call by rotation
• Maintain software and hardware inventory list and deployment status, housekeeping of old inventory
• Maintain tidiness in helpdesk room
• Assist team lead in gathering justification for end user computing expenses

• Diploma in IT, Computer Engineering or relevant experience
• 2+ years of helpdesk experience
• Work experience in Windows XP, 7-11, Microsoft Office 2010-365
• Work experience in 24x7 manufacturing environment advantageous
• Good interpersonal skills for customer relations
• Strong analytical and problem solving/troubleshooting skills, combined with ability to provide quick resolution to problems
• Knowledgeable in-service desk systems and IT tools
• Good judgment in handling serious customer problems