Service Desk Engineer - (WL-FRW260113 011/01)

The Service Desk Engineer is responsible for providing first-level IT support and on-site technical assistance to ensure smooth operation of the Institute’s IT systems. This role involves handling service desk tasks, maintaining IT infrastructure, resolving incidents, and managing IT assets. The Service Desk Engineer plays a crucial role in maintaining high-quality IT services for day-to-day operations and special events.

*Fresh graduates are encouraged to apply!

Key Responsibilities:

1. Service Desk Support:

• Act as the primary point of contact for end users to log and resolve service requests, incidents, and IT support calls.

• Troubleshoot hardware and software issues using structured checklists, aiming for first-call resolution through FAQs, knowledge bases, and known solutions.

• Escalate complex incidents to higher-level support teams and ensure resolution in line with Service Level Agreements (SLAs).

• Document all incidents, resolutions, and knowledge base entries for future reference and continuous improvement.

2. On-Site IT Support & Maintenance:

• Install, configure, and maintain IT and AV equipment, including desktops, laptops, printers, mobile devices, and peripherals.

• Perform preventive maintenance and resolve hardware issues by replacing faulty components or coordinating repairs.

• Conduct system health checks, monitor servers, network appliances, and wireless access points, and submit daily reports on system health.

• Handle basic network troubleshooting, including connectivity issues and verifying wireless signal strength.

3. Asset & Inventory Management:

• Maintain an accurate inventory of IT and AV assets, including desktops, laptops, network devices, and peripherals.

• Manage asset tagging, movements, and updates in the asset inventory system, ensuring all records are up-to-date.

• Conduct regular asset audits, report discrepancies, and assist in annual stock-taking exercises.

• Track warranty and maintenance periods of assets and provide reminders for contract renewals at least three months before expiration.

4. Event Support:

• Set up and configure IT equipment for special events (e.g., conferences, seminars), ensuring the smooth operation of temporary networks and systems.

• Provide network and wireless configuration support for events as needed.

5. Incident Reporting & Performance Monitoring:

• Track and report incident resolutions, system performance, and asset status.

• Generate reports on underperforming infrastructure, network issues, and service delivery.

• Certification in Nitec, Higher Nitec or Diploma, ideally with a focus/specialization in IT.

• Willing to work on rotations.

• Relevant technical ICT support knowledge with proven IT support experience

• Mature in thinking (e.g. must be able to receive feedback positively), proactive, self-motivated and possess good communication skills as well as ability to empathize with users.

• Strong knowledge of IT systems, networks, AV equipment, and hardware troubleshooting.

• Experience with asset management, including installation, configuration, and maintenance of IT equipment.

• Familiarity with service desk tools, network monitoring tools, and IT support practices.

• Excellent communication and problem-solving skills.

• Experience with ITIL or other service management frameworks is a plus.

• Shift Hours: Day Shift: 7:30 AM to 5:00 PM or 8:15 AM to 5:50 PM

• Night Shift: 11:00 AM to 8:00 PM.

Note: Working hours may vary during special events or on an as-needed basis, depending on event requirements and support needs.