Assistant Engineer. IT Helpdesk

The Helpdesk Support Engineer is an important member of KPMG SG ITS department. They serve as the first point of contact for end-users experiencing technical issues with their computer systems, software applications, or hardware peripherals, ensuring a prompt, effective, and smooth delivery of services to the end users. Primary Responsibilities: Provide timely and effective support to end-users through various available channels like phone, emails, chat, or in-person interactions. Perform remote assistance through diagnostic techniques and pertinent questions. Diagnose and resolve technical issues with the best solution based on the description and details provided by end users.

Accurately identify the correct category in ServiceNow and escalate unresolved issues to the next level of support in ServiceNow with clear and concise descriptions in the ServiceNow logs. Act as a single point of contact between end-users and next-level support until the issue is resolved. Identify areas of improvement in procedures and processes, and document them in the repository for service improvement and knowledge sharing with end users and internal teams. Stay updated with emerging technologies, software updates, and industry best practices to be able to recommend upgrades or improvements to existing systems.

Support Knowledge Management and “Shift Left” Strategy and various automation initiativesRequired Qualifications: Diploma in Information Technology or a relevant field. ITIL Foundation in Service Management certification. Proven experience in providing helpdesk, onsite support for at least 9 months in single employment tenure and above. Strong problem-solving and analytical skills. Excellent communication and customer service skills. Basic knowledge of networking concepts and familiarity with common software applications and productivity tools. Understanding of security protocols and delivery best practices.