IT Help Desk

About the role

We are seeking a customer-focused and technically skilled IT Help Desk Technician to provide first-line technical support to end users. This role is responsible for troubleshooting hardware, software, and network issues while ensuring a high level of customer satisfaction. The ideal candidate has strong problem-solving abilities, excellent communication skills, and a passion for delivering efficient IT support services.

Responsibilities

• Provide first-level technical support via phone, email, chat, or ticketing system
• Diagnose and resolve hardware, software, and network issues
• Install, configure, and maintain desktops, laptops, printers, and mobile devices
• Manage user accounts, permissions, and access (Active Directory, Office 365, etc.)
• Escalate complex issues to higher-level IT support teams when necessary
• Maintain accurate records of incidents, requests, and resolutions
• Support system updates, patches, and routine maintenance
• Assist with onboarding and offboarding of employees (account setup, device provisioning)
• Ensure compliance with IT policies and security procedures

Qualifications

• Diploma or degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 1–3+ years of experience in IT support or help desk roles
• Knowledge of Windows and macOS operating systems
• Familiarity with Microsoft 365, Active Directory, and ticketing systems
• Basic understanding of networking (TCP/IP, DNS, DHCP)
• Strong troubleshooting and diagnostic skills
• Excellent communication and customer service skills

Skills

• Technical Troubleshooting
• Customer Service Excellence
• Time Management & Prioritisation
• Communication Skills
• Attention to Detail
• Adaptability

Preferred Qualifications

• IT certifications (CompTIA A+, Network+, Microsoft Certified, etc.)
• Experience with remote support tools
• Familiarity with ITIL framework or service management practices

Benefits

• Competitive hourly compensation
• Remote work flexibility
• Opportunities for certification and career development
• Exposure to diverse IT systems and technologies
• Supportive and collaborative team environment