IT Helpdesk Support (225-825)

The IT Helpdesk Support role is a crucial function within any organization, responsible for providing technical assistance and support related to computer systems, hardware, and software. You will be the first point of contact for users seeking technical support and resolve issues by predominantly through helpdesk systems, email, or phone. Timely support, effective troubleshooting, and problem resolution are key aspects of this job. You will ensure the efficient operation of IT systems and networks by performing preventative maintenance, monitoring system performance, and collaborating with other IT professionals to enhance the quality of service. Ideal candidates are those with excellent communication skills, problem-solving ability, and technical expertise. The role may involve working flexible hours or being on-call to address urgent issues as they arise.

Responsibilities

• Provide technical support to users experiencing hardware or software issues.
• Diagnose and troubleshoot technical issues over the phone or via email.
• Escalate complex issues promptly to higher-level IT staff as needed.
• Document and log helpdesk interactions for future reference and analysis.
• Monitor and manage IT systems to prevent downtime and interruptions.
• Assist in setting up new systems and configuring existing systems as necessary.
• Provide training and guidance to end-users on system usage and best practices.
• Propose improvements to helpdesk processes and service desk procedures.
• Maintain user credentials and passwords ensuring security and access control.
• Assist with regularly scheduled IT audits and maintenance checks.
• Ensure compliance with IT policies and procedures while delivering support services.
• Collaborate with other IT teams to resolve broader infrastructure issues effectively.

Requirements

• Bachelor's degree in Information Technology or a related field preferred.
• Proven experience as a help desk technician or other customer support role.
• Solid understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues promptly and effectively.
• Strong verbal and written communication skills in English required.
• Familiarity with helpdesk and remote support tools such as Zendesk or TeamViewer.
• Capability to work independently and multitask in a fast-paced environment.
• Availability to work in shifts and possibly respond to urgent requests off-hours.
• Customer-oriented mindset with a focus on delivering satisfactory service experiences.