IT Helpdesk Executive 07J26

As an IT Helpdesk Executive, you will play a critical role in providing first-line technical support and troubleshooting assistance to end-users, ensuring smooth and efficient IT operations within the organization. Your primary responsibility will be to respond to user inquiries, diagnose technical problems, and implement solutions to enhance the overall user experience. You will need to maintain a comprehensive understanding of company systems, software, and equipment in order to effectively address various technical issues. Furthermore, you will be instrumental in coordinating with other IT professionals and departments to ensure timely resolution of complex problems. This role will require excellent communication skills, patience, and a strong commitment to delivering high-quality customer service, as you will be the primary point of contact for employees seeking technical assistance.

Responsibilities

• Serve as the first point of contact for IT-related inquiries and issues.
• Diagnose and resolve technical hardware and software issues promptly.
• Document all user requests, troubleshooting steps, and resolutions in detail.
• Escalate unaffected resolutions to higher-tier support teams when necessary.
• Create and maintain user accounts and permissions as required.
• Conduct routine maintenance and upgrades on company IT systems.
• Collaborate with IT staff on new installations and system upgrades.
• Provide training sessions and resources to help users navigate new systems.
• Monitor system performance and ensure optimal operation during business hours.
• Proactively identify and mitigate potential IT risks to minimize disruptions.
• Assist in the development and enhancement of IT support processes.
• Participate in after-hours on-call rotation for support as needed.

Requirements

• Possess a Bachelor's degree in Information Technology or a related field.
• Minimum of two years of experience in an IT support role required.
• Strong knowledge of Windows operating systems and Microsoft Office Suite.
• Experience with troubleshooting and resolving network connectivity issues.
• Excellent communication skills with the ability to explain technical issues clearly.
• Strong organizational skills and ability to multitask in a fast-paced environment.
• Ability to work independently and as part of a team to meet deadlines.