IT Service Desk Engineer at Prudential Zenith Life Insurance

About the Role

We are seeking an experienced IT Service Desk Engineer to join our team. You will serve as the first point of contact for customers and end-users seeking technical assistance, providing comprehensive front-line support across multiple channels.

Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance
• Provide front-line support to end-users and customers via various channels (phone, email, chat, or in-person) to address IT-related issues and requests
• Troubleshoot hardware, software, network, and other technology-related problems
• Receive, log, categorize, prioritize, and escalate IT incidents reported by users
• Track incidents from initial report to resolution and ensure timely updates to users
• Manage the IT Service Desk Portal, mailbox, and internal IT communications
• Ensure that the service desk meets SLA targets for incident response and resolution times

Required Qualifications

• B.Sc. or HND in any relevant discipline
• Minimum of 3 years' experience in IT service support

Required Knowledge and Competencies

• Proficient in applicable computer software and Microsoft Office suites
• Knowledge of the ITIL service management framework
• Excellent customer service skills, including empathy, active listening, and a positive attitude
• Knowledge of and interest in computer systems and the latest technologies
• Ability to create and maintain knowledge base articles, FAQs, and standard operating procedures
• Strong communication skills – both written and verbal
• Basic SQL knowledge
• Experience with ticketing systems and remote support tools