Help Desk Clerk

Responsibilities

• Serving as the initial point of contact for colleagues seeking technical assistance over the phone or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Loading, prioritizing, and managing all help desk interactions and resolutions in our ticketing system.
• Diagnosing and resolving technical hardware and software issues, including network connectivity, printers, and user accounts.
• Installing, configuring, and maintaining computer hardware, software, systems, and applications.
• Escalating unresolved issues to the next level of support personnel in a timely manner.
• Assisting with user administration, including password resets and access permissions.
• Creating and maintaining documentation for technical procedures and user guides.

Qualifications

• Proven experience as a help desk technician, IT support specialist, or in a similar role.
• A strong understanding of computer systems, mobile devices, and other technology products.
• Familiarity with help desk software, remote control applications, and ticketing systems.
• Excellent problem-solving and analytical abilities.
• Superb communication and customer service skills, with a patient and professional attitude.
• Strong organisational and time-management skills, with the ability to prioritise tasks effectively.
• A qualification in IT, Computer Science, or a relevant field is desirable but not essential.

Benefits

A competitive benefits package is available and will be discussed with candidates during the interview process.