HelpDesk Engineer (24/7 Rotational Shifts)

Location:

Shift:

Reports To:

Transport and Food allowance

Relevant experience: 3+

Very good communication skills

Key Responsibilities

• Respond to user queries via email, phone, ticketing system, or chat
• Handle password resets, account unlocks, and user access issues
• Triage and log all incoming incidents and service requests with proper categorization
• Provide first-level support for:

ü Microsoft 365 (Outlook, Teams, OneDrive)

ü Campus portals (MyStThom, QuickLaunch)

ü Login and authentication issues

ü Wi-Fi and basic connectivity

ü Student/faculty onboarding (IT access-related)

ü Printer and peripheral setup assistance

• Escalate complex issues to Level 2/3 or university teams as per defined SOP
• Follow shift handover procedures and maintain accurate ticket notes
• Participate in training and maintain updated knowledge base entries

Required Skills & Experience

• 3+ years of experience in IT HelpDesk or Service Desk support
• Excellent communication skills and customer-first mindset
• Proficiency in troubleshooting Windows OS, web browsers, and email platforms
• Familiarity with IT ticketing systems (Freshservice)
• Understanding of Microsoft 365 suite and university portals preferred
• Knowledge of PeopleSoft (navigation-level) or experience supporting ERP users is a plus
• Ability to follow documented SOPs, escalate when needed, and maintain SLA commitments
• Willingness to work rotational shifts including weekends and nights