IT Helpdesk Engineer

Job Specific Responsibilities:

• Answering calls from customers professionally and responding to customer inquiries and complaints.
  
• Provide first and second line technical support, answering user queries relating to hardware and software problems, via helpdesk portal, desk visit, phone, collaboration tools, and email.
  
• Researching required information using available resources.
  
• Managing the Service Desk Queue for both Service Requests and Incidents Logging end to end
  
• Proactively monitor the Service Desk In-boxes and responding in a timely manner to issues and requests
  
• Administer Helpdesk and technical support tools (Ex: help desk software, Endpoint Management, Print Management. Etc.).
  
• Supporting A/V systems, including familiarity with foundation technologies, networking, server, operating systems, and terminology.
  
• Support the business and be the main focal point for Audio Visual support for events taking place with external and internal business stakeholders (IPOs. Listings and media broadcasting audio and visual coverage)
  
• Maintain daily performance of Helpdesk and technical systems.
  
• Resolve IT Support issues, aiming to resolve as many calls as possible as first point of contact.
  
• Give customers confidence that their issue is understood and being dealt with promptly, keeping them informed of
  
• Progress, driving issues through to resolution, offering mitigations where applicable.
  
• Maintenance of user accounts on various systems, including AD and helpdesk tool.
  
• Support end-user applications in cloud (ex: office 356, OneDrive, MS Intune, etc.)
  
• Maintenance of the Firm s hardware, i.e., mobile devices, laptops, PCs, monitors etc.
  
• Carry out Process management activities such as new joiners, leavers, Laptop loans etc.
  
• Assist with Conference / Meeting Room setup.
  
• Preparing and setup workstations, laptop, printers etc.
  
• Install A/V systems and troubleshoot Audio Visual systems and components and perform other lifecycle support activities for Audio Visual systems of the exchange (both internal and external events)
  
• Assistance with Project work activities and implementation.
  
• Pass on any feedback or suggestions by customers to the appropriate internal team.
  
• Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
  
• Alert management and service owners to emerging trends in incidents and major incidents.
  
• Assist in software releases and rollouts according to Change Management best practices.
  
• Escalate incidents with accurate documentation to Second line, third line or service owners, when required.
  
• Record, track and document the Service Desk incident solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  
• Use remote tools and diagnostic utilities to aid in troubleshooting.
  
• Test fixes to ensure problem has been adequately resolved.
  
• Assist in providing assistance to colleagues, when request volumes are high.
  
• Perform post-resolution follow ups with colleagues, as required.
  
• Reinforce SLAs to manage customer expectations.
  
• Analyse user problems or enquiries and follow through to resolution within agreed service level agreements to provide excellent customer service and to ensure users are able to continue to work.
  
• Monitor the local office call queue for incidents ensuring all issues raised are dealt with in an effective & efficient.
  
• manner, where possible ensuring these incidents do not breach agreed SLA.
  
• Maintain technical documentation and service catalogue on installation of software, configuration of hardware, problem troubleshooting and create step-by-step training material with screenshots for clients.
  
• Generate Reports to the Management in predefined intervals (Monthly, Quarterly, Simi Annual and Annual) and Ad-Hoc.
  
• Test new software and hardware, perform installations and updates for all IT equipment including desktops & laptops.
  
• Be aware of the technologies, ITIL & ISO processes and procedures in use within the department.
  
  

Requirements

Qualifications and Experience:

• Bachelor s degree in information technology, Computer Sciences or relevant discipline
  
• Must have 4 years of experience in the relevant field in a face paced working environment.
  
  

Benefits