Helpdesk Specialist

The Help desk Specialist provides onsite and remote IT support to office and warehouse users. The role covers incident resolution, device setup, application access, staff IT orientation and asset tracking. It also supports endpoint security and ISO27001 documentation. Work follows approved procedures and access rights, with specialist issues escalated to the appropriate IS team or vendor and tracked to closure.

JOB DESCRIPTION

• Assist all system users with system problems, questions and requests.
• Resolve system user problems and requests by performing problem recognition and resolution.
• Ensures timely response to incidents by following up and updating tickets.
• Elevate issues beyond Level I support to appropriate group or transfer incidents to Level II support for resolution and track incident status until closed or resolved.
• Effectively maintains computer equipment, copier, data line and telephones by logging incidents and scheduling repair services.
• Provides support in tracking equipment and serial numbers by recording appropriate information for equipment that is installed and/or relocated.
• Ensures help desk procedures are appropriately documented by assisting with updating Help Desk Manual as needed.
• Manage ServiceNow tickets, recording impact, priority, troubleshooting and resolution.
• Follow service-level guidelines, keep users informed and highlight recurring issues.
• Setup computers, peripherals and approved software for new staff and replacements.
• Provide IT orientation on login, applications, support channels and security, and confirm equipment readiness.
• Support approved onboarding, transfers and offboarding, including access changes, equipment handover and record updates.
• Troubleshoot Windows, hardware, printing and software issues. Assist with Intune enrollment, Company Portal, mobile device setup and compliance issues in coordination with the endpoint team.
• Support warehouse workstations, handheld terminals, barcode scanners and label printers.
• Check devices and connectivity, document operational issues and coordinate recovery with users and support teams.
• Troubleshoot wired and wireless access, VPN, shared drives and telephone services.
• Maintain assets, assignments and movement records.
• Assist with stock checks, repairs, warranty follow-up and approved equipment reuse or disposal, retaining handover and data-sanitization records.
• Assist with approved patching, endpoint protection and vulnerability remediation.

JOB REQUIREMENT

• Diploma in related fields and 2 years of relevant experience in related role.
• Knowledge of operating personal computers, telephone systems, copiers and printers
• Knowledge of various software application packages including a strong knowledge of Microsoft Office applications.
• Possesses strong customer service orientation, multitasking abilities and attention to detail.
• Possesses strong analytical, problem-solving and organizational skills.
• Demonstrate ability to work in teams with a collaborative interpersonal style.
• Good verbal and written communications skills including excellent telephone etiquette.
• Ability to support office and warehouse users, document issues and coordinate with regional teams.
• Business system and warehouse-device experience is an advantage.