Service Desk Engineer - (WL-FRW260113 001/01)

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 che