Helpdesk Engineer
Role Overview
Helpdesk Engineers are sought to support contractor requirements.
The role requires IT support experience, knowledge of ITIL processes, and hands-on ServiceNow experience for incidents and service requests.
Key Skills for This Role
Full Job Posting
Job summary
Helpdesk Engineers are sought to support contractor requirements.
The role requires IT support experience, knowledge of ITIL processes, and hands-on ServiceNow experience for incidents and service requests.
Key responsibilities
- Provide first-line IT support and troubleshoot hardware, software, network, and system-related issues.
- Log, track, and manage incidents and service requests using ServiceNow.
- Follow ITIL processes for incident, problem, and service request management.
- Escalate unresolved issues to the appropriate technical teams.
- Maintain accurate records of issues, resolutions, and user communications.
- Resolve support requests in a timely manner in line with agreed SLAs.
Requirements
- Relevant experience in Helpdesk, Service Desk, or IT Support.
- Good understanding of ITIL processes; ITIL certification is preferred.
- Hands-on experience with ServiceNow.
- Strong troubleshooting, communication, and customer service skills.
- Ability to work in a team and manage support requests efficiently.
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