Help Desk Specialist

The Help Desk Specialist is responsible for providing first-line technical support and IT assistance to end users
, ensuring that hardware, software, network, system access, and other IT-related issues are resolved efficiently and within agreed service levels.

• Provide first-line technical support to end users through calls, emails, remote support tools, and other designated Service Desk channels
• Respond to and manage incidents and service requests within defined SLAs
• Troubleshoot hardware, software, operating system, and connectivity issues
• Support users with system access, software installation, and configuration
• Provide remote assistance and on-site support when remote resolution is not possible
• Maintain a high level of customer service throughout the support process
• Support employee onboarding and offboarding, including account access, permissions, and hardware setup

• Support the availability and stability of IT infrastructure, including:
• servers
• network devices
• workstations
• cloud-based services
• Assist with installation, configuration, maintenance, and upgrades of IT hardware and software
• Maintain IT asset and equipment inventory
• Assist with system performance monitoring and backup procedures
• Support troubleshooting of server and network outages

• Support reliable and secure wired and wireless network connectivity
• Troubleshoot:
• LAN/WAN connectivity
• Wi-Fi
• VPN
• DNS
• DHCP
• firewall-related issues
• Assist with network administration and access control
• Escalate complex network incidents to the appropriate technical teams when required

• Support administration of:
• LAN and WAN environments
• firewalls
• routers and switches
• cloud infrastructure
• Assist with user accounts, access rights, and permissions in:
• Active Directory
• Microsoft 365
• other enterprise platforms
• Assist in maintaining accurate software and hardware records
• Support routine system administration and configuration activities

• Accurately log all incidents and service requests in the ticketing system
• Document:
• reported issues
• troubleshooting steps
• actions taken
• resolutions
• user follow-ups
• Categorize and assign tickets to the appropriate work groups
• Monitor ticket queues and ensure requests are progressed within agreed SLAs
• Escalate unresolved or complex incidents when necessary
• Maintain clear records for operational, reporting, and audit purposes
• Develop and maintain knowledge base articles, FAQs, troubleshooting procedures, and user guides
• Identify opportunities to improve Service Desk processes and customer experience

• Support IT security controls and procedures, including:
• antivirus
• endpoint protection
• encryption
• firewall controls
• Assist with identifying and escalating potential security vulnerabilities
• Follow organizational information security policies and procedures
• Assist with disaster recovery, backup, and data protection activities
• Support the protection of organizational systems, accounts, and information

• Provide end-user guidance and training on IT systems and software
• Educate users on security and technology best practices
• Maintain internal troubleshooting guides and knowledge base articles
• Stay current with relevant technologies and IT support practices
• Share technical knowledge and solutions with the Service Desk and wider IT team
• Contribute to IT projects and implementation of new technology solutions

• Service Desk & Technical Support
• Hardware & Software Troubleshooting
• Incident & Request Management
• Remote Technical Support
• Customer Service
• Problem Solving

• LAN / WAN
• Wi-Fi & VPN
• DNS / DHCP
• Fir…