IT Help Desk

Job Overview

Key Responsibilities and Duties : 

Support Request Management: Receive, triage, log, and track support tickets via phone, email, and chat.

Technical Dispatching: Assign service calls to field engineers or technical teams and follow up for timely closure.

Basic Technical Troubleshooting: Perform preliminary remote troubleshooting for L1 hardware and networking issues.

Documentation and Reporting: Maintain records of all calls, service reports, and inventory of IT assets.

SLA Compliance: Ensure all incidents are resolved within agreed timeframes.

Communication Hub: Act as the liaison between end-users and the IT department, providing status updates.

Asset Management: Coordinate with vendors for repairs, replacements, and maintenance.

Key Skills and Requirements :

Technical Knowledge: Basic understanding of IT hardware (PCs, Printers, Scanners), networking concepts (TCP/IP, LAN/WAN), and operating systems.

Communication: Excellent verbal and written communication skills for interacting with users and technical staff.

Organization: Strong coordination and multitasking abilities to manage multiple tickets simultaneously.

Software: Proficiency in Microsoft Office (Excel, Outlook) and familiarity with ticketing tools or CRM software.

Experience: Generally, requires 0–2 years of experience in an IT Help Desk or Call Center environment.

Education: A bachelor's degree in IT, Computer Science, or equivalent practical experience.

Preferred Qualifications

• Education: A bachelor's degree in IT, Computer Science, or equivalent practical experience