IT Helpdesk

The IT Support / Service Desk Analyst is responsible for providing first-line technical support to end users, ensuring timely resolution of IT incidents and service requests. The role involves troubleshooting hardware, software, network, and system issues while maintaining high levels of customer service and adherence to IT service management processes.

Key Responsibilities Act as the first point of contact for IT support via phone, email, chat, or ticketing system Log, categorize, prioritize, and manage incidents and service requests in the ITSM tool.

Diagnose and resolve hardware, software, and network issues (Windows/Mac, printers, mobile devices, etc) Escalate complex issues to Level 2/3 support teams when required Provide support for user account management (Active Directory, email accounts, password resets, access rights) Monitor and track incident progress to ensure SLA compliance Install, configure, and maintain IT equipment and software Assist users with Microsoft 365 and business applications Maintain documentation of common issues, solutions, and procedures Support onboarding/off boarding of employees (device setup, account provisioning, access setup) Ensure compliance with IT policies, security standards, and best practices. Required Skills & Qualifications Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field4+ years of experience in IT Support / Service Desk environment Strong knowledge of Windows OS, basic macOS, and Microsoft Office applications Understanding of networking basics (DNS, DHCP, VPN, Wi-Fi troubleshooting) Experience with ITSM tools (ServiceNow, Jira Service Management, or similar) Familiarity with Active Directory and Office 365 administration Strong problem-solving and analytical skills Excellent communication and customer service skills Ability to work under pressure and handle multiple tickets Preferred Skills (Nice to Have) ITIL Foundation certification Basic knowledge of cloud platforms.