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Job Detail

Service Desk Engineer
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About Company

Our client in the telecommunication industry is looking to hire qualified candidates to fill the position of a Service Desk Engineer

Job Responsibilities

·        Provide general first level technical support to end users organization-wide.

·        Man the helpdesk and respond to all helpdesk calls.

·       Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database.

·     Assist in providing first-level phone support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.

·   Escalate to the Network and Infrastructure Support team, all LAN/WAN/Server downtimes and hardware operational issues e.g. network connectivity, printing errors, drive failure, etc.

· Escalate all enterprise solutions-related issues to the Enterprise Solutions Support.

·  Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.

· Provide continuous user application and system support to the call centre and other relevant IT units.

· Communicate resolution of faults to end-users/ request initiators.

·  Assist in developing programmes for training end users on self-help tips and office application usage.

·Ensure security of all workstations through proper installation and regular updates of an effective anti-virus program on every workstation.

· Implement/comply with pre-defined service desk management policies and procedures.

· Assist in administering internal customer satisfaction surveys to obtain feedback on helpdesk efficiency (where necessary).

·     Liaise with relevant unit/ team/function in carrying out all relevant activities.

·        Attend team/divisional/departmental meetings as required.

·        Provide guidance and manage the performance of subordinates (where applicable).



·        First degree or equivalent in a relevant discipline.


·        Minimum of two (2) years relevant work experience.