IT Helpdesk Executive (225-812)

As an IT Helpdesk Executive, you will play a pivotal role in maintaining the technological infrastructure of our organization by providing essential IT support and services to employees. You will be the first point of contact for IT-related issues, troubleshooting and resolving a range of technical problems with software and hardware. Your proactive problem-solving abilities and customer-focused approach will ensure that our staff can perform their roles effectively and efficiently, facilitating seamless workflow throughout the organization. Your commitment to continual improvement and technical acumen will help enhance our IT operations, ensuring swift resolutions and maintaining a high level of service satisfaction among users.

Responsibilities

• Provide first-line technical support to end-users experiencing IT difficulties.
• Troubleshoot hardware malfunctions and software issues in a timely manner.
• Log and track all IT support incidents using the service management software.
• Assist in the setup, configuration, and maintenance of IT equipment.
• Collaborate with other IT teams for escalated problem resolution as necessary.
• Offer guidance to employees to enhance their understanding of IT systems in use.
• Conduct regular maintenance to ensure optimal performance of IT systems.
• Update and maintain IT documentation, including user guides and FAQ materials.
• Manage user accounts including password resets and access permissions.
• Assist in the development and implementation of IT policies and procedures.
• Facilitate IT onboarding for new staff, ensuring seamless technological integration.
• Continually identify opportunities for improvement in existing IT support processes.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Proven experience in similar IT support or helpdesk role is highly desirable.
• Strong knowledge of computer systems, networks, and troubleshooting methodologies.
• Excellent communication skills with a focus on customer satisfaction and service.
• Ability to manage multiple tasks and prioritize them effectively under pressure.
• Familiarity with service desk software and remote support tools.
• Strong problem-solving skills with a keen attention to detail and accuracy.