Help Desk Operator

<div><ul><li>Provide first-level technical support and assistance to end-users by responding to inquiries, troubleshooting hardware and software issues, and resolving IT-related problems promptly.</li><li>Serve as the initial point of contact for all IT service requests and incidents via phone, email, or ticketing systems.</li><li>Ensure efficient logging, categorization, and prioritization of support tickets while maintaining high customer service standards.</li><li>Assist in monitoring and maintaining IT infrastructure performance and user satisfaction.</li></ul><h3>Roles, Responsibilities, Duties</h3><ul><li>Receive, record, and manage incoming helpdesk requests and incidents through phone, email, or helpdesk software.</li><li>Provide first-level diagnosis and resolution of IT issues related to desktops, laptops, printers, software applications, network connectivity, and user accounts.</li><li>Escalate unresolved or complex technical issues to higher-level support teams or specialists as per defined procedures.</li><li>Communicate effectively with end-users to understand their problems and provide timely feedback on ticket status.</li><li>Document all actions taken and solutions provided in the helpdesk system.</li><li>Assist with password resets, software installations, and user account management.</li><li>Monitor open tickets and ensure timely follow-up and resolution within agreed service levels (SLAs).</li><li>Support IT team in hardware and software inventory management and updates.</li><li>Assist in creating user guides and FAQs to improve self-service capabilities.</li><li>Participate in IT projects and support activities as required.</li></ul><h3>Qualification</h3><p>High school diploma or equivalent; additional IT certifications (e.g., CompTIA A+, ITIL Foundation) are preferred.</p><h3>Experience</h3><ul><li>Minimum 1-2 years of experience in a helpdesk, IT support, or customer service role.</li><li>Experience with helpdesk ticketing systems and remote support tools is an advantage.</li></ul><h3>Skills and Competencies</h3><ul><li>Basic understanding of computer hardware, software, operating systems (Windows, macOS), and network fundamentals.</li><li>Strong problem-solving and troubleshooting skills.</li><li>Excellent verbal and written communication skills.</li><li>Ability to remain calm and patient while assisting users.</li><li>Customer service-oriented with a proactive approach.</li><li>Good organizational and multitasking abilities.</li><li>Ability to work independently and as part of a team.</li><li>Familiarity with common business software (Microsoft Office suite) and basic IT tools.</li></ul></div>#J-18808-Ljbffr