IT Help Desk

Key Responsibilities

Provide first-line technical support for hardware, software, applications, and connectivity issues.

Receive, log, prioritize, and track incidents and service requests through the IT ticketing system.

Troubleshoot technical issues and escalate complex incidents to the appropriate teams.

Follow up on incidents to ensure timely resolution and SLA compliance.

Maintain accurate ticket records, documentation, and incident reports.

Coordinate with internal teams and vendors when required.

Requirements

Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field.

2–5 years of relevant experience in IT Help Desk, IT Support, Technical Support, or IT Operations.

Preferred Skills

Experience with ITSM/ticketing systems, preferably ServiceNow.

Knowledge of ITIL and Incident Management.

Familiarity with Microsoft technologies, Active Directory, and basic networking.

Experience with system or endpoint monitoring tools such as Nexthink or SolarWinds.

Basic knowledge of cloud platforms, data analysis, or IT reporting.

Strong communication, troubleshooting, analytical, and problem-solving skills.