Requirements
Job Specification • Education: Bachelor’s degree in IT, Computer Science, or related field • Experience: 2–4 years in helpdesk or IT support roles • Certifications (preferred): o ITIL Foundation o Microsoft endpoint or support-related certificationsTechnical Skills • Strong knowledge of: Windows OS, Office 365, and endpoint troubleshooting o User account management (Active Directory, permissions) o Basic networking (LAN/WAN, VPN, connectivity issues) • Experience with: o Ticketing systems and remote support tools o Software installation, patching, and endpoint securitySoft Skills • Analytical thinking and troubleshooting ability •Strong communication and user-handling skills • Ability to work under pressure and prioritize tasks • Team collaborationDuties • Resolve advanced user issues and escalations from junior staff• Assist in onboarding/offboarding processes (user setup, access) • Contribute to knowledge base and documentation• Coordinate with Lead and infrastructure teams when required Responsibilities • Ensure efficient resolution of incidents within SLA targets • Provide guidance and support to junior helpdesk staff • Maintain accurate documentation of issues and solutions • Support compliance with IT security and operational policies Contribute to improving helpdesk processes and workflows.
Description
Job DescriptionThe Senior– Helpdesk Support provides advanced technical support to end-users and handles escalated issues that require deeper troubleshooting. This role ensures efficient resolution of incidents, supports junior staff, and contributes to maintaining high service standards within the helpdesk function.