IT Helpdesk Executive 15N25

An IT Helpdesk Executive is a critical role within any organization, serving as the first line of support for all IT-related issues and inquiries. This position is responsible for providing timely and effective solutions to technical problems experienced by internal staff and sometimes external clients. The IT Helpdesk Executive ensures smooth operation of IT systems and services, enabling the business to function efficiently. The role requires excellent communication and problem-solving skills, a broad knowledge of technology, and the ability to work well under pressure. As the face of the IT department, the IT Helpdesk Executive must maintain a professional demeanor and deliver exceptional service while managing a high volume of support requests.

Responsibilities

• Provide first-level technical support to resolve IT-related queries and issues.
• Manage and prioritize incoming helpdesk tickets using the ticketing system.
• Install, configure, and maintain hardware and software on user devices.
• Diagnose network connectivity issues and assist in troubleshooting them.
• Collaborate with IT team to escalate and resolve complex technical problems.
• Create and update documentation for troubleshooting procedures and processes.
• Conduct regular system maintenance and software updates across all user computers.
• Assist in onboarding process with set up and configuration of IT resources.
• Educate and guide users on hardware and software best practices.
• Track and analyze IT support metrics to identify improvement areas.
• Participate in IT projects and implement new technological solutions.
• Ensure all support requests are resolved within agreed service level agreements.

Requirements

• Bachelor's degree in Information Technology or a related field is preferred.
• Excellent communication skills for effective user support and instruction.
• Strong problem-solving skills and the ability to work under pressure.
• Familiarity with Windows and macOS operating systems and applications.
• Experience using and managing IT ticketing systems for tracking issues.
• Knowledge of basic networking concepts and troubleshooting techniques.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.