Help Desk Officer

Key Duties

• 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.

Candidate Profile

• 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.

Technical Expertise

• 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.

Soft Skills

• 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.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• ITIL Foundation (advantageous)
• Microsoft Certified credentials (advantageous)