Help Desk Personnel

Job role

• We are seeking a Help Desk to provide first-line  technical support to employees, troubleshoot hardware and software issues, manage support tickets, and ensure users can effectively access IT systems and services.

Key Responsibilities

• Provide Level 1 technical support through phone, email, chat, or ticketing systems.
• Diagnose and resolve hardware, software, network, and account-access issues.
• Install, configure, and troubleshoot computers, printers, mobile devices, and peripherals.
• Create, update, prioritize, and close support tickets.
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, and common business applications.
• Assist users with password resets, account lockouts, MFA, and access issues.
• Perform basic network troubleshooting involving Wi-Fi, LAN, VPN, DNS, and connectivity.
• Create and manage user accounts and permissions according to company procedures.
• Escalate complex issues to Level 2/Level 3 support, networking, security, or infrastructure teams.
• Maintain IT documentation, knowledge-base articles, and troubleshooting procedures.
• Track hardware assets and assist with equipment deployment and replacement.
• Follow IT security policies and protect confidential company information.
• Provide excellent customer service and communicate technical solutions clearly to non-technical users.

Qualifications

• Diploma or degree in Business Administration, Computer Science, Information Systems, or a related field.
• CompTIA A+ is advantageous.
• CompTIA Network+ or Security+ is a plus.
• Microsoft certifications are beneficial.

Typical Experience:

• Help Desk Analyst: 1–3 years
• Senior Help Desk / Desktop Support: 3–5+ years

Required Skills:

• Microsoft 365 and Outlook support
• Hardware and peripheral troubleshooting
• User account and password management
• Ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or Freshservice
• Strong communication and customer-service skills