G01 - Helpdesk Support Specialist

Responsibilities:

• Support the day-to-day technical helpdesk operations.
• Handle complex incidents and coordinate with L2 teams to ensure resolution within the agreed Service Level Agreement.
• Oversee and monitor staff performance to ensure service level targets are met.
• Investigate discrepancies and complaints, taking corrective actions as needed.
• Provide timely and accurate updates to staff on operational changes and information.
• Conduct on-the-job training and refresher programs for team members.
• Collaborate with the product manager for product onboarding and prepare monthly reports.
• Step in as a Helpdesk engineer during staff shortages to ensure smooth operations.
• Perform any other relevant duties as assigned by the Supervisor.
• Monitor system alerts and abnormal system behaviors.
• Follow incident isolation procedures to identify and verify issues, applying resolution scripts or escalating when necessary.
• Consolidate records for reporting, analytics, or audit purposes.
• Perform post-change health checks to ensure system stability after changes.
• Manage the full lifecycle of incident tickets, from creation and updates to escalation and closure.
• Review and verify operational scripts, identifying areas for improvement.

Requirements:

• Diploma or Degree in Information Technology or a related engineering field.
• Minimum 4 years of experience in technical helpdesk operations.
• Preferably certified in CCNA, CCNP, or ITIL.
• Prior experience working with government technology agencies is advantageous.
• Strong understanding of incident, problem, and service request management.
• High level of integrity, accountability, and teamwork.
• Excellent interpersonal skills.
• Ability to work in a 12-hour rotating shift schedule, including weekends and public holidays.
• Capable of following documented work instructions and procedures.