IT Helpdesk Support Engineer(3k to 3.8K)

OAKTREE CONSULTING; Glasgow; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading consulting company in Glasgow is looking for an entry-level Helpdesk Agent to assist in incident resolution and support users. The role requires knowledge of Windows 10 and a diploma in IT-related fields. Candidates should be customer-oriented and able to provide training and documentation. This is a two-year agency contract position with a five-day work week.

Qualifications

• Minimum 1 year's experience as a helpdesk agent.
• General knowledge of Windows 10, Printers, and Networking.
• Familiarity with ITSM tools like ManagedEngine and ServiceNow is a plus.

Responsibilities

• Responding to incidents and providing resolutions.
• Providing guidance and training to users.
• Ensuring support is delivered per SLA.

Skills

Customer service

Problem-solving

Communication

Troubleshooting

Education

Diploma in Computer Science / Engineering / Information Technology

Job description

Job:

· Assist and respond promptly to incident, investigate & provide temporary &/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties.

· Provide operating guidance, training and troubleshooting documents to internal and external parties.

· Ensure the delivery of support in accordance to project’s SLA(Service Level Agreement)

· Gathering of logs/information requested from L2 and L3 for ticket resolution

· Assist in generation of various reports and other admin work

· To be able to attend to user on-site when required.

Requirements:

· Diploma in Computer Science / Engineering/ Information Technology or equivalent

· Min 1 year's working experience as helpdesk agent, experienced in fronting customers

· General knowledge of Windows10, Printers, Network with prior experience in applications support, Usage of prior ITSM like ManagedEngine and ServiceNow is a plus

· Entry level vacancies are available

· 2 years agency contract

· 5 days work week from 0800 to 1730

Please submit resumes to [e-mail] with the following details in MS Word format:

- Position applying for

- Current remuneration

- Expected remuneration

- Notice period

John Goh Meng Chye

EA License No : 06C4642

EA Reg No : R1102621