IT Help Desk

Job Purpose

The IT Help Desk is responsible for providing first-level technical support to end-users in a timely and efficient manner. This role involves handling user inquiries, troubleshooting basic IT issues, and ensuring the smooth operation of IT services within the organization.

Job Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing system.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Escalate complex problems to senior IT staff when necessary.
• Assist with the installation, configuration, and troubleshooting of desktop computers, laptops, printers, and mobile devices.
• Support basic software and application issues, including password resets and software installations.
• Log all user interactions, issues, and resolutions accurately in the ticketing system.
• Follow up with users to ensure issues are resolved satisfactorily.
• Assist with creating, modifying, and disabling user accounts and permissions in line with company policies.
• Support users with login issues and multi-factor authentication setup.
• Maintain an inventory of IT assets, ensuring all hardware and software licenses are up to date.
• Document troubleshooting procedures, known issues, and solutions to aid future support efforts.
• Adhere to the company’s IT policies, including security protocols and data protection guidelines.
• Participate in routine audits and compliance checks as required.
  
  

Job Requirements

• 0-2 years of experience in a help desk or IT support role.
• Basic knowledge of computer hardware, software, and networking.
• Proficient in using Windows, Linux, and Mac operating systems.
• Familiarity with ticketing systems like Jira is a plus.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Willingness to work flexible hours, including occasional after-hours support as needed.