The Help Desk Specialist is responsible for providing day-to-day IT support to employees, ensuring that issues are resolved quickly and efficiently to minimize disruptions to the business. This role will involve handling helpdesk tickets, troubleshooting technical problems, and supporting end-users with both hardware and software queries, mentoring and supervising junior helpdesk staff.
Key Responsibilities
Helpdesk Service Delivery :
* Ticket Resolution : Respond to and resolve helpdesk tickets related to hardware, software, and system issues in a timely manner, ensuring minimal disruption to end-users. Ensure all tickets are resolved within agreed-upon SLAs.
* Customer Support : Provide clear and effective communication with end-users to resolve technical problems and deliver a high level of customer satisfaction.
* Documentation : Maintain accurate records of helpdesk interactions and update internal knowledge bases with troubleshooting tips and guides.
* End-User Training : Assist in training employees on the use of IT systems and devices, promoting self-service solutions to reduce ticket volume.
IT Operations :
* Asset Management : Assist with managing IT assets, including tracking hardware, software, and device inventories.
* Patch Management : Ensure that devices and corporate applications are regularly updated and patched in line with company policies and security standards.
* Monitoring : Assist with monitoring systems and alerting channels to identify potential issues and resolve them promptly.
* Technical : Perform troubleshooting and diagnostics for technical issues, escalating more complex problems to senior team members when necessary.
Collaboration and Support :
* Team Collaboration : Work closely with the Infrastructure team and Infrastructure Manager and other IT team members to provide seamless IT support across the organisation.
* Knowledge Sharing : Contribute to maintaining a shared knowledge base of troubleshooting tips, FAQs, and guides to assist colleagues and end-users.
Required Skills & Experience
* 2-4 years of experience in a helpdesk or IT support role.
* Strong technical knowledge of desktop and office infrastructure systems and associated hardware, software and accessories; including the ability to troubleshoot common issues.
* Experience with helpdesk ticketing systems and IT asset management tools.
* Strong communication skills, with the ability to explain technical concepts to non-technical users.
* Excellent problem-solving abilities and the capacity to work under pressure.
* Experience with coding / scripting (e.g., Powershell, Python, or Bash).
* Experience with device and desktop application patching.
* Good organizational and time management skills.
Desired Skills
* Familiarity with cloud-based technologies
* Leadership or mentorship skills and a desire for career development
* Knowledge of ITIL and / or security frameworks
* Bachelor’s degree in Computer Science, Information Technology, or a related field
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