IT Help Desk Engineer

Job Description

Location- One North

Monday to Friday-8.30am-6pm

Role Summary

The Support Desk Analyst serves as the primary and secondary support layer for end user and system issues, acting as the first point of contact for IT incidents and requests while also performing technical triage, SOP/KEDB-based resolution, and escalation coordination.

This hybrid role enhances first contact resolution, improves ticket quality, ensures SLA adherence, and supports seamless collaboration across L2/L3 and cross functional support teams.

Key Responsibilities

Serve as the first line of support for end users through email/chat/WhatsApp

Capture and validate issue details with accuracy, ensuring complete and quality ticket logging (Create, update, and manage incident, request, and tasks)

Ensure completeness before routing tickets to L2 teams.

Provide basic troubleshooting following SOPs and knowledge articles.

Maintain professional, clear, and concise communication with users at all times.

Perform initial assessment, classify issues, and determine the appropriate severity level. Utilize SOPs, KEDB, and system knowledge to attempt first level resolution.

Engage in SOP-based and knowledge-driven troubleshooting to increase first-contact resolution.

Proactively follow up on pending items to meet SLAs and response timelines.

Document troubleshooting steps, communication history, and resolution paths.

Support AMS and multi-vendor engagements through structured ticket routing and follow-up.

Perform regular system health checks and alert on issue.

Escalate unclear, complex, or system-related issues to L2/L3 with the required context.

Work closely with cross functional support teams to resolve multi application or multi vendor incidents.

Act as a liaison between users, L2/L3, and AMS units, ensuring timely updates and smooth resolution flow.

Identify recurring incidents and contribute to knowledge base updates and SOP improvements.

Participate in “shift left” initiatives by simplifying KEDB content for L1/L1.5 consumption.

Monitor operational metrics and support improvements in ticket quality, throughput, and user satisfaction.

Job Requirement

At least 3 years of experience in similar roles or responsibilities

Familiar and having strong understanding of ITSM processes and ticket lifecycle management.

Ability to perform structured triage and classify severity effectively.

Familiarity with SOPs, KEDB, root cause indicators, and knowledge-driven support models.

Good communication skills with ability to translate technical findings into user-friendly language.