Information Technology Help Desk Support

We are looking for an experienced IT Help Desk Officer to provide first-line technical support to end users, troubleshoot hardware and software issues, and ensure timely resolution of IT incidents and service requests. The ideal candidate should have strong communication skills, hands-on troubleshooting experience, and knowledge of IT service management practices.

• Provide first-level IT support to employees via phone, email, ticketing system, and in-person.
• Diagnose and resolve hardware, software, network, and system-related issues.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment.
• Support Windows operating systems, Microsoft Office 365, Outlook, Teams, and other business applications.
• Create, update, prioritize, and close incidents and service requests through the IT Service Desk/ticketing system.
• Troubleshoot user account, password, access, and permissions-related issues.
• Assist with Active Directory / Microsoft Entra  administration and account management.
• Support basic LAN/Wi-Fi, VPN, DNS, DHCP, and connectivity troubleshooting.
• Escalate complex technical issues to the appropriate infrastructure, network, security, or application teams.
• Maintain accurate records of incidents, resolutions, IT assets, and user requests.
• Assist with onboarding and offboarding of employees, including workstation and access setup.
• Perform software installations, updates, patches, and basic system maintenance.
• Follow IT security policies and assist users with security-related issues such as phishing, malware alerts, and password security.
• Prepare and maintain basic IT support documentation, FAQs, and knowledge-base articles.
• Monitor recurring incidents and recommend improvements to reduce repeated service desk issues.
• Ensure incidents are resolved within agreed SLA timelines.

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
• 3–5 years of experience in IT Help Desk, Service Desk, Desktop Support, or IT Support.
• Strong knowledge of Windows 10/11 and Microsoft Office 365.
• Hands-on experience with Active Directory / Entra .
• Basic knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, LAN and Wi-Fi.
• Experience with IT ticketing/service management tools such as Service Now, Jira Service Management, or similar.
• Good troubleshooting and problem-solving abilities.
• Strong communication and customer-service skills.
• Ability to manage multiple incidents and prioritize tasks effectively.
• Knowledge of ITIL practices is preferred.
• IT certifications such as CompTIA A+, Network+, Microsoft certifications, or ITIL are an advantage.