કામનું વર્ણન

Offer first-level tech support for issues related to hardware, software, network, and IT systems.
Handle user requests via phone, email, ticket system, or face-to-face.
Troubleshoot and fix problems with desktops, laptops, printers, and other peripherals.
Install, set up, and maintain operating systems, applications, and various user devices.
Manage user accounts including creation, modification, and deactivation according to company rules.
Escalate unresolved issues to relevant technical teams and ensure follow-up until resolution.
Log and track incidents, service requests, and resolutions using an IT Service Management platform.
Support staff integration and exit processes by preparing equipment and configuring user profiles.
Keep an updated record of IT assets and ensure accurate documentation of equipment.
Conduct routine maintenance and system checks to guarantee optimal operation.
Adhere to IT security policies, cybersecurity standards, and data protection guidelines.
Educate end users on cybersecurity awareness and safe IT practices.
Provide assistance with additional IT support tasks as required.

Holds a bachelor’s degree in IT, Computer Science, Information Systems, or a related discipline.
At least one year of experience in help desk, technical support, or a comparable IT role.

Familiar with Windows OS and Microsoft 365 environment.
Basic experience with Active Directory and user account administration.
Knowledgeable in computer hardware, printers, networks, and peripheral devices.
Experience working with IT ticketing tools.
Basic understanding of networking principles including TCP/IP, DNS, and DHCP.
Awareness of cybersecurity fundamentals, endpoint protection, and security best practices.
Experienced in using remote support applications.

Strong analytical and problem-solving capabilities.
Excellent communication and customer service abilities.
Efficient organizational and time management skills.
Capability to prioritize workload and manage multiple tasks simultaneously.
Works effectively both independently and collaboratively within a team.
Motivated to learn emerging technologies and enhance technical skills continuously.

Help Desk Officer