IT Helpdesk Executive 07J26

The IT Helpdesk Executive plays a vital role in ensuring smooth technological operations within an organization. As the first point of contact for technical support, this individual is responsible for providing immediate assistance to users experiencing IT-related issues. The position requires strong problem-solving skills and the ability to communicate effectively with both technical and non-technical staff. This role involves managing software, hardware, and network problems in a timely manner to minimize downtime and enhance user satisfaction. By maintaining the IT infrastructure of a company, the IT Helpdesk Executive ensures that all team members can operate efficiently without technical hindrances.

Responsibilities

• Respond promptly to requests for technical help via phone, email, or in person.
• Diagnose and resolve hardware, software, and network problems accurately and efficiently.
• Record all customer interactions, issues, and resolutions in the IT support ticketing system.
• Prioritize and manage multiple open cases within accepted timeframes and set priorities.
• Escalate complex technical issues to senior IT staff or external vendors for resolution.
• Provide technical guidance and training to end-users to prevent future technical issues.
• Maintain and troubleshoot user accounts and permissions within all enterprise applications.
• Collaborate with IT team members to ensure comprehensive and effective support coverage.
• Set up new user accounts, configure equipment, and provide orientation to new employees.
• Perform regular updates, upgrades, and maintenance of IT systems and applications.
• Create and update documentation and FAQs related to common IT issues for user reference.
• Regularly assess IT policies to ensure compliance with organizational standards and protocols.

Requirements

• Minimum of a bachelor's degree in Information Technology or related field.
• At least two years of experience in an IT helpdesk or technical support role.
• Strong knowledge in troubleshooting Windows and Mac operating systems effectively.
• Familiarity with remote desktop applications and help desk software like Zendesk.
• Excellent verbal and written communication skills to assist non-tech users clearly.
• Ability to handle high-pressure environments while maintaining user-friendly demeanor.
• Strong organizational skills and attention to detail when managing multiple tasks.