IT Helpdesk Executive (225-927)

An IT Helpdesk Executive plays a crucial role in ensuring the smooth operation of a company's technical infrastructure. This position serves as the first point of contact for employees and clients experiencing IT issues, providing timely and effective solutions to a variety of technical problems. The IT Helpdesk Executive is responsible for diagnosing and resolving technical issues in areas such as hardware, software, network, and systems. This role requires strong communication skills, as the individual must be able to convey technical information in an understandable manner. Additionally, they must work closely with other IT professionals to improve IT system efficiency and to implement new technological solutions in the organization.

Responsibilities

• Respond promptly to helpdesk queries via phone, email, or chat support.
• Diagnose and troubleshoot technical issues reported by end-users effectively.
• Provide step-by-step guidance to clients or employees for resolving technical issues.
• Document problems, troubleshooting procedures, and resolution steps in detail.
• Monitor and manage ticketing system to ensure timely resolution of issues.
• Escalate complex technical problems to higher-level IT staff when necessary.
• Maintain and update technical documentation and knowledge base articles regularly.
• Assist in setting up and configuring new hardware and software systems for users.
• Conduct periodic IT training sessions for staff on new software and best practices.
• Perform routine checks and maintenance of computer systems and networks.
• Collaborate with other IT team members to ensure seamless integration of systems.
• Track the latest developments in IT and suggest improvements where appropriate.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience in a helpdesk or technical support role, minimum of 2 years.
• Strong understanding of computer hardware, software, and network systems.
• Excellent problem-solving skills and ability to work under pressure.
• Strong communication skills to explain technical issues to non-technical users.
• Familiarity with remote desktop applications and helpdesk software tools.
• Ability to multitask and handle multiple tickets concurrently with efficiency.