IT Help Desk

Job Responsibilities :

• Respond promptly to incoming support requests via phone, email, chat, or helpdesk ticketing system.
• Gather relevant information to accurately diagnose and troubleshoot technical problems.
• Provide solutions or guidance to users for resolving hardware, software, and network issues.
• Document and track all support interactions in the helpdesk ticketing system.
• Prioritize and categorize tickets based on severity, impact, and urgency.
• Ensure timely follow-up and closure of tickets, escalating more complex issues to higher-level technical teams.
• Diagnose and resolve common desktop operating system (Windows, macOS, Linux) and application issues.
• Perform basic network troubleshooting (e.g., connectivity, Wi-Fi, VPN).
• Repair or replace hardware components such as PCs, laptops, printers, and peripherals.
• Create, modify, and disable user accounts in directory services (e.g., Active Directory).
• Assist with password resets and account lockouts.
• Maintain user access permissions based on security policies.
• Install and configure approved software applications, operating systems, and patches.
• Perform regular system checks and maintenance tasks.
• Set up and deploy new hardware (computers, printers, mobile devices) following organizational standards.
• Maintain detailed documentation of technical processes, solutions, and best practices.
• Create end-user documentation, FAQs, and self-service materials to enhance user independence.
• Contribute to and update internal knowledge-base articles.
• Provide clear, concise, and courteous communication to users across all levels of technical understanding.
• Manage customer expectations regarding timelines and issue resolution.
• Collaborate with team members to share knowledge and improve internal processes.
• Stay current with emerging IT trends, technologies, and best practices.
• Suggest improvements to the helpdesk process to enhance user experience and operational efficiency.
• Participate in ongoing training and skill development.

Job Requirements :

Benefits & Working Condition :