IT Support Executive / IT Helpdesk Officer / IT Operations Coordinator

Role Overview:

These roles provide technical support, troubleshooting, and operational assistance to ensure smooth IT services across the organization. The IT Support Executive handles user requests and hardware/software issues, the IT Helpdesk Officer manages frontline IT support, and the IT Operations Coordinator ensures operational efficiency in IT processes.

• Respond to IT support requests and resolve technical issues related to hardware, software, and network systems.
• Provide user support for desktops, laptops, printers, and other IT equipment.
• Assist with installation, configuration, and maintenance of IT systems.
• Document issues, solutions, and maintain knowledge base for support procedures.
• Escalate complex problems to higher-level IT teams when necessary.

• Serve as the first point of contact for IT support queries via phone, email, or ticketing system.
• Troubleshoot and resolve common IT issues such as login problems, software errors, and connectivity issues.
• Monitor and manage IT support tickets to ensure timely resolution.
• Provide guidance to users on IT policies, procedures, and best practices.
• Coordinate with technical teams for advanced support and system upgrades.

• Support IT operations by coordinating workflows, system updates, and scheduled maintenance.
• Monitor system performance, uptime, and IT service levels.
• Maintain IT inventory and track software/hardware assets.
• Assist in implementing IT policies, processes, and security protocols.
• Generate operational reports and ensure compliance with IT standards.

• Deliver prompt and professional IT support to end-users.
• Maintain accurate records of IT issues, resolutions, and operational activities.
• Collaborate with cross-functional teams to implement technology solutions.
• Assist in IT projects, system upgrades, and process improvements.
• Stay updated on IT best practices, security standards, and emerging technologies.

• Education: Diploma or Bachelor's degree in Information Technology, Computer Science, or related field.
• Experience:0–3 years in IT support, helpdesk, or IT operations roles.
• Familiarity with enterprise IT systems, networks, and common software applications.
• Technical Skills:Knowledge of Windows and/or Linux operating systems.
• Basic understanding of networking, hardware troubleshooting, and software installation.
• Familiarity with ticketing systems (e.g., Jira, ServiceNow) and IT asset management.
• Awareness of cybersecurity best practices and IT compliance requirements.
• Soft Skills:Strong communication and customer service skills.
• Analytical and problem-solving ability.
• Organizational skills and attention to detail.
• Ability to prioritize tasks and work under pressure.

• Office-based or hybrid, providing IT support and operational coordination for employees. The role involves end-user support, IT troubleshooting, and operational efficiency management.