Role DescriptionA Help Desk Support professional provides first-line technical support to end-users, troubleshooting hardware, software, and network issues. They ensure timely resolution of IT problems and help maintain smooth daily operations within the organization.
Key Responsibilities- Respond to IT support requests via phone, email, or ticketing system.
- Troubleshoot and resolve hardware, software, and network issues.
- Install, configure, and maintain computers, applications, and peripherals.
- Escalate complex problems to senior IT staff or specialized teams.
- Maintain accurate records of support requests, resolutions, and user interactions.
- Assist with software updates, backups, and system maintenance.
- Provide guidance and training to users on IT tools and best practices.
- Monitor ticket queues to ensure timely resolution and high user satisfaction.
Qualifications- Diploma or Bachelor's degree in Information Technology, Computer Science, or related field.
- Experience in IT support, help desk, or technical troubleshooting preferred.
- Basic understanding of operating systems, networks, and software applications.
Skills & Tools- Operating Systems: Windows, macOS, Linux.
- Support Tools: ServiceNow, Zendesk, Jira, Freshdesk.
- Networking Basics: TCP/IP, VPN, LAN/WAN troubleshooting.
- Strong communication, problem-solving, and interpersonal skills.
- Customer service orientation and patience in handling technical issues.
