IT Service desk / IT Helpdesk

Job Description & Requirements

• Serve as the first point of contact for IT-related incidents, service requests, and user enquiries via phone, email, chat, and ticketing systems.
• Provide Level 1 technical support for hardware, software, operating systems, applications, and connectivity issues.
• Troubleshoot common issues involving Windows 10/11, Microsoft 365, Outlook, Microsoft Teams, printers, and other business applications.
• Assist users with password resets, account lockouts, access requests, and basic account administration.
• Perform initial troubleshooting for LAN, Wi-Fi, VPN, DNS, DHCP, and other basic network connectivity issues.
• Log, categorize, prioritize, track, and update incidents and service requests in the IT service management (ITSM) system.
• Resolve incidents within agreed service-level agreements (SLAs) and escalate complex issues to Level 2/Level 3 support teams when required.
• Follow established troubleshooting procedures, knowledge base articles, and standard operating procedures.
• Monitor outstanding tickets and follow up with users and technical teams to ensure timely resolution.
• Communicate incident updates, service interruptions, and resolution progress clearly to affected users.
• Perform remote troubleshooting and provide step-by-step technical guidance to end users.
• Support user onboarding and offboarding activities, including access request coordination and basic IT setup.
• Identify recurring incidents and contribute to problem management and continuous service improvement.
• Maintain accurate ticket records, troubleshooting notes, and knowledge base documentation.
• Adhere to IT security policies, data protection requirements, and ITIL-based service management processes.
• Participate in shift handovers, operational reporting, and service desk activities as required