IT Helpdesk Executive 15N25

The IT Helpdesk Executive plays a crucial role in maintaining the seamless operation of an organization's IT infrastructure. This position is ideal for individuals who are skilled in effectively managing computer systems, troubleshooting technical issues, and providing exceptional support to end-users. The IT Helpdesk Executive is responsible for handling a wide range of IT-related inquiries, from basic hardware and software concerns to more complex networking issues. The executive acts as the first point of contact for employees facing technical difficulties and ensures rapid service restoration. This role requires excellent communication skills, analytical thinking, and the ability to work in a fast-paced environment. By delivering high-quality IT support, the IT Helpdesk Executive fosters a productive working environment and supports the overall business goals of the organization.

Responsibilities

• Provide first-level support by responding to technical queries and issues.
• Troubleshoot hardware and software problems on servers, desktops, and laptops.
• Assist with installation, configuration, and setup of IT systems and networks.
• Maintain accurate records of support requests and resolutions through ticketing systems.
• Ensure effective escalation of complicated IT issues to senior technical staff.
• Update system software and perform routine check-ups to ensure security and reliability.
• Collaborate with other IT team members on projects and technical improvements.
• Conduct training sessions for employees on best practices for IT systems use.
• Monitor the performance of IT systems to minimize downtime.
• Develop and maintain IT documentation, including procedures and support guides.
• Provide support for telecommunication systems and resolve connectivity issues.
• Participate in after-hours support rotations and emergency response activities.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum of two years of experience in an IT helpdesk support role.
• Proficiency in troubleshooting hardware and software, including Windows and MacOS.
• Strong knowledge of network operations, including LAN/WAN configurations.
• Excellent written and verbal communication skills for effective user support.
• Familiarity with helpdesk ticketing systems, such as ServiceNow or Zendesk.
• Ability to work independently and manage multiple issues simultaneously.