IT Help Desk

About the Role
We are seeking an IT Help Desk Specialist to provide exceptional technical support to our users. The ideal candidate will manage IT incidents and service requests efficiently, ensuring a timely resolution of all technical issues.

Key Responsibilities

• Provide first-line technical support for hardware, software, applications, and connectivity issues.
• Receive, log, prioritize, and track incidents and service requests through the IT ticketing system.
• Troubleshoot technical issues and escalate complex incidents to the appropriate teams.
• Follow up on incidents to ensure timely resolution and SLA compliance.
• Maintain accurate ticket records, documentation, and incident reports.
• Coordinate with internal teams and vendors when required.

Requirements

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field.
• 2–5 years of relevant experience in IT Help Desk, IT Support, Technical Support, or IT Operations.

Preferred Skills

• Experience with ITSM/ticketing systems, preferably ServiceNow.
• Knowledge of ITIL and Incident Management.
• Familiarity with Microsoft technologies, Active Directory, and basic networking.
• Experience with system or endpoint monitoring tools such as Nexthink or SolarWinds.
• Basic knowledge of cloud platforms, data analysis, or IT reporting.
• Strong communication, troubleshooting, analytical, and problem-solving skills.