Overview
We are seeking an experienced and customer-focused Senior Helpdesk Specialist to join our IT support team. This role is responsible for providing advanced technical support, overseeing helpdesk operations, and ensuring the timely resolution of complex IT issues. You will also mentor junior staff, contribute to process improvements, and collaborate with other stakeholders to deliver high-quality support services.
Key Responsibilities
- Serve as the primary escalation point for complex technical issues, ensuring efficient resolution.
- Provide advanced troubleshooting for hardware, software, network, and system-related problems.
- Monitor helpdesk tickets to ensure compliance with service level agreements (SLAs).
- Mentor, guide, and provide training to junior helpdesk staff.
- Assist in developing and documenting helpdesk policies, procedures, and knowledge base articles.
- Perform root cause analysis and recommend preventive measures for recurring issues.
- Coordinate with stakeholders for cross-functional support.
- Stay updated on emerging technologies and recommend tools to improve helpdesk efficiency.
- Ensure high levels of customer satisfaction through professional communication and proactive service.
Requirements
- Diploma/Degree in Information Technology, Computer Science, or related field.
- 4-6 years of IT support/helpdesk experience, with at least 2 years in a senior or escalation role.
- Strong knowledge of Windows/Mac operating systems, Active Directory, Office 365, and common business applications.
- Experience with remote support tools, ticketing systems, and ITSM frameworks (e.g., ITIL).
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Excellent problem-solving, organizational, and communication skills.
- Ability to work independently as well as lead and support a team.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified, ITIL) preferred.
Soft Skills
- Strong customer service orientation
- Leadership and mentoring ability.
- Analytical and detail-oriented mindset.
- Ability to remain calm under pressure and handle multiple priorities.
