IT Helpdesk Officer

Full time @payabl posted 2 months ago in IT / Software Development

Job Detail

Provide first-level technical support to end-users via various communication channels such as phone, email, chat, or in person.
Respond to user inquiries, diagnose, and troubleshoot hardware, software, and network-related issues.
Document, track, and monitor incidents in a helpdesk ticketing system, ensuring accurate and timely resolution.
Escalate complex or unresolved issues to the appropriate technical teams or senior support staff.
Install, configure, and maintain computer systems, software applications, and peripheral devices.
Assist in the maintenance and administration of network infrastructure, including user accounts, security, and backups.
Collaborate with other IT teams to resolve cross-functional technical issues and contribute to knowledge sharing.
Educate users on basic troubleshooting techniques and best practices to improve system performance and prevent future problems.
Stay up-to-date with technological advancements and industry trends to provide effective support and suggest process improvements.
Contribute to the creation and maintenance of helpdesk documentation, including FAQs, knowledge base articles, and user guides.

IT Helpdesk Officer Requirements

BSc/BA in IT, Computer Science or relevant field for 1-2 years.
Proven experience as a Helpdesk Support Technician or similar role.
Solid understanding of computer systems, networks, hardware, and software applications.
Proficient knowledge of Windows and Mac operating systems.
Familiarity with helpdesk ticketing systems and remote support tools.
Excellent problem-solving and communication skills.
Strong customer service orientation and the ability to work well with end-users of varying technical knowledge.
Fluent English, both verbal and written.

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