Help Desk Support

Role overview

Fortray Global Service Limited is seeking an entry-level Help Desk Support professional who is eager to build a career in IT support. This position is well suited to recent graduates or early-career candidates who want structured training while helping users resolve everyday technical issues.

Key responsibilities

• Handle IT support requests received by phone, email, chat, or through a ticketing platform.
• Help users resolve routine issues involving hardware, software, printers, and connectivity.
• Record, monitor, and refresh support tickets with clear and accurate information.
• Diagnose common problems related to Windows, Microsoft Office, and email systems.
• Assist with installing, setting up, and updating applications while working under guidance.
• Pass unresolved or complex technical matters to more experienced support team members.
• Support account setup, password resets, and access-related requests.
• Help prepare desktops, laptops, monitors, and other connected devices for use.
• Keep thorough records of support actions taken and the solutions provided.
• Follow internal IT rules, procedures, and security standards.
• Provide courteous, efficient, and professional customer service at all times.

Required qualifications

• A bachelor's degree in Computer Science, Information Technology, Software Engineering, or a similar discipline, or completion of the final semester.
• Foundational knowledge of computer hardware, operating systems, and networking basics.
• Comfort using Windows and Microsoft Office tools.
• Strong spoken and written communication abilities.
• Good analytical thinking and troubleshooting skills.
• Open to learning new technologies and technical workflows.
• Able to work on your own as well as with a team.
• Well organized with strong time-management habits.

Preferred knowledge

• Introductory familiarity with Active Directory and Microsoft 365.
• Basic understanding of networking concepts such as TCP/IP, DNS, and DHCP.
• Exposure to remote desktop support tools.
• Previous use of a ticketing system is beneficial.
• Awareness of cybersecurity best practices is an added advantage.

What the company offers

• Training and mentoring provided on the job.
• Opportunities to grow within the IT support function.
• Practical exposure to enterprise-level IT environments.
• A team-oriented and supportive workplace.
• Access to professional development and certification opportunities.

Equal opportunity statement

The employer is committed to maintaining an inclusive, supportive, and growth-focused workplace and welcomes applications from all qualified candidates.