IT Helpdesk Executive (225-812)

As an IT Helpdesk Executive, you will be an integral part of our IT department, responsible for providing technical support and troubleshooting assistance to our staff and clients. In this role, you will serve as the first point of contact for all technical issues, ensuring efficient and effective support. Your responsibilities will include diagnosing and resolving hardware and software issues, maintaining IT asset records, and escalating complex problems to higher-level support. The ideal candidate is proactive, customer-focused, and possesses excellent communication and problem-solving skills. This position requires both technical knowledge and the ability to interact effectively with non-technical users to ensure a seamless IT experience.

Responsibilities

• Respond promptly to IT support requests via phone, email, or ticketing system.
• Diagnose and resolve technical hardware and software issues for users.
• Coordinate with other IT team members to resolve complex issues efficiently.
• Maintain detailed records of technical issues and solutions in the database.
• Assist in the setup and configuration of new IT equipment and systems.
• Provide IT orientation and training to new employees as required.
• Escalate unresolved issues to appropriate technical teams or management.
• Monitor and manage IT resources, ensuring efficient usage and operation.
• Follow IT procedures and guidelines to ensure data confidentiality and security.
• Collaborate with vendors for support with third-party software or hardware issues.
• Maintain and update IT documentation, including user manuals and troubleshooting guides.
• Stay updated on new IT technologies and industry trends for effective support.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 2 years of experience in an IT support or helpdesk role.
• Strong knowledge of computer hardware, software, and network troubleshooting.
• Excellent verbal and written communication skills for efficient issue resolution.
• Ability to work independently and manage multiple priorities under pressure.
• Experience with IT service management and ticketing software is advantageous.
• Familiarity with Windows, macOS, and popular software applications support.