IT HELPDESK

Job Description / Responsibilities :

• Provide first-level IT support to end users for hardware, software, network, and application-related issues.
• Handle daily IT support requests, troubleshoot, and resolve technical problems related to desktops, laptops, printers, email, and other IT equipment.
• Perform installation, configuration, maintenance, and troubleshooting of Windows OS, Microsoft Office 365, and other business applications.
• Support user account management, including Active Directory, password resets, and access permissions.
• Monitor and troubleshoot LAN, Wi-Fi, VPN, and basic network connectivity issues.
• Manage IT incidents and service requests through a ticketing system, ensuring timely resolution and proper documentation.
• Provide IT support for meetings, video conferences, and other office technology requirements.
• Coordinate with the IT Infrastructure, Network, and Application teams for escalated issues.
• Maintain IT asset inventory, hardware records, and software licenses.
• Ensure compliance with IT policies, information security standards, and company procedures.

Requirements / Qualifications :

• Minimum Bachelor's Degree (S1) in Information Technology, Computer Science, Information Systems, or related fields.
• Minimum 1–3 years of experience as an IT Helpdesk, IT Support, or Technical Support.
• Strong knowledge of Windows OS, Microsoft Office 365, Outlook, and basic troubleshooting.
• Familiar with Active Directory, user account management, and access control.
• Basic understanding of networking concepts (TCP/IP, LAN, WAN, DNS, DHCP, and VPN).
• Experienced in troubleshooting hardware, software, printers, and IT peripherals.
• Familiar with IT Service Management (ITSM), ticketing systems, and incident management.
• Good communication skills, customer-oriented, and able to provide technical support to non-technical users.
• Able to work independently and collaboratively with the IT team.
• Good analytical and problem-solving skills.

Preferred Qualifications

• Experience working in Banking, Financial Services, Insurance, or Asset Management industries.
• Familiarity with ITIL framework and IT service management practices.
• Knowledge of endpoint security, antivirus, and IT security policies.
• Experience supporting Microsoft Teams, VPN, and remote access solutions.
• Relevant certifications such as CompTIA A+, Network+, or ITIL Foundation would be an advantage.