What the role is about

Wonders Corporation is looking for a highly capable Service Desk Engineer to help users resolve issues with computer hardware or software.

They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users.

They also work closely with other IT Operations personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.

Mission

To provide the best customer support from beginning to end.

Successful Outcomes

Continuously decrease first response times

Continuously increase issue resolution rates

Continuously increase customer satisfaction levels

Reduce IT tickets by contributing to creating self-help documentation

Who you are

To ensure success as a Service Desk Engineer, you should exhibit sound knowledge of IT system analysis and experience in an IT support role.

A first-class service desk engineer will be someone whose IT expertise results in enhanced end-user support and system performance.

Key Responsibilities :

Logs incidents and service requests and maintains relevant records

Receives and handles requests for service, following agreed procedures

Systematically interprets user problems and identifies solutions and possible side effects.

Uses experience to address user problems and interrogates databases for potential solutions.

Escalates complex or unresolved incidents.

Records and tracks issues from the outset to conclusion.

During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.

Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.

Maintains records, inform users about the process, and advises relevant persons of actions taken.

Acts as the routine contact point, receiving and handling requests for support.

Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.

Provides first-line investigation and diagnosis and promptly allocates unresolved issues as appropriate.

Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.

Contributes to the creation of support documentation and knowledgebase.

Qualifications :

Bachelor's degree in computer science, information systems, or similar.

At least two years of experience in a service desk analyst / engineer, technical support, and end-user support role.

In-depth and current knowledge of computer programs and hardware.

Proficiency in ITSM tools and IT Ticketing software.

Self-learner, independent, and have outstanding analytical and problem-solving skills.

Exceptional collaboration, communication, and interpersonal skills.

Great at organizing, prioritizing, and multitasking

Excellent organizational and time management skills.

Amenable to work onsite - night shift schedule PHT.