IT Help Desk
Makaseb Capital
Employer Active
Posted 45 mins ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Job Responsibilities:
- Respond promptly to incoming support requests via phone, email, chat, or helpdesk ticketing system.
- Gather relevant information to accurately diagnose and troubleshoot technical problems.
- Provide solutions or guidance to users for resolving hardware, software, and network issues.
- Document and track all support interactions in the helpdesk ticketing system.
- Prioritize and categorize tickets based on severity, impact, and urgency.
- Ensure timely follow-up and closure of tickets, escalating more complex issues to higher-level technical teams.
- Diagnose and resolve common desktop operating system (Windows, macOS, Linux) and application issues.
- Perform basic network troubleshooting (e.g., connectivity, Wi-Fi, VPN).
- Repair or replace hardware components such as PCs, laptops, printers, and peripherals.
- Create, modify, and disable user accounts in directory services (e.g., Active Directory).
- Assist with password resets and account lockouts.
- Maintain user access permissions based on security policies.
- Install and configure approved software applications, operating systems, and patches.
- Perform regular system checks and maintenance tasks.
- Set up and deploy new hardware (computers, printers, mobile devices) following organizational standards.
- Maintain detailed documentation of technical processes, solutions, and best practices.
- Create end-user documentation, FAQs, and self-service materials to enhance user independence.
- Contribute to and update internal knowledge-base articles.
- Provide clear, concise, and courteous communication to users across all levels of technical understanding.
- Manage customer expectations regarding timelines and issue resolution.
- Collaborate with team members to share knowledge and improve internal processes.
- Stay current with emerging IT trends, technologies, and best practices.
- Suggest improvements to the helpdesk process to enhance user experience and operational efficiency.
- Participate in ongoing training and skill development.
Desired Candidate Profile
Job Requirements:
- Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Proven experience in a helpdesk or technical support role preferred.
- Proficiency with common operating systems (Windows, macOS, Linux), Microsoft Office Suite and Google Workspace.
- Knowledge of basic networking principles, including TCP/IP, DNS, DHCP, and VPN.
- Understanding of security best practices for protecting users data.
- Experience with ticketing systems (e.g.,Zammad, Zendesk, ServiceNow, JIRA Service Desk).
- Familiarity with remote support tools and methods.
- Strong problem-solving and analytical abilities.
- Excellent verbal and written communication skills.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Demonstrated customer service orientation and interpersonal skills.
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- IT Help Desk
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Makaseb Capital