Helpdesk Engineer - Hardware and Software Support

Job Title: IT Helpdesk Engineer About the Role We are seeking an experienced IT Helpdesk Engineer to join our team. The successful candidate will provide technical support to users, troubleshoot issues, and resolve problems efficiently.Main Responsibilities Respond to user queries and concerns regarding hardware and software issues.Document and log service desk calls, ensuring prompt escalation to third-line support when necessary.Continuously monitor the Service Desk inboxes to ensure prompt responses to user requests.Focus on resolving IT Support issues at the first point of contact, promoting efficient problem-solving.Maintain user account settings across multiple systems, including AD and Exchange.Perform routine maintenance tasks on the company's hardware, such as mobile devices, laptops, PCs, and monitors.Oversee processes related to new employees, departures, device distribution, laptop lending, etc.Collaborate with the Conference/Meeting Room team to ensure seamless operations.Design and set up PCs and mobile devices.Participate in project planning and implementation.Analyze documented solutions to identify trends that can help prevent future issues.Inform management and service teams about emerging trends in incidents.Comply with Change Management procedures during software releases and rollouts.Communicate escalated incidents clearly to service owners, complete with thorough documentation.Document, track, and record the Service Desk incident resolution process, highlighting both successes and failures.Minimum Requirements: A minimum of 6 years' experience in the relevant field is required, gained in a fast-paced working environment.Required Skills This role demands proficiency in: Support Environment Mobile Devices Problem Resolutions Laptops Loans Change Management Technical Support Information Technology Email Documentation Software Maintenance Management