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.**KEY ACCOUNTABILITIES & ACTIVITIES****1. Service Desk Support & User Assistance**- 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**2. Infrastructure Support & Maintenance**- 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**3. Network Support & Troubleshooting**- 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**4. Systems Administration**- 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**5. Documentation & Ticket Management**- 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 workgroups- 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**6. Security & Data Protection**- 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**7. Training & Knowledge Sharing**- 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**COMPETENCIES****Core**- Service Desk & Technical Support- Hardware & Software Troubleshooting- Incident & Request Management- Remote Technical Support- Customer Service- Problem Solving**Infrastructure & Networking**- LAN / WAN- Wi-Fi & VPN- DNS / DHCP- Firewalls- Routers & Switches- Cloud Services- Basic Server Support**Systems Administration**- Active Directory- Microsoft 365- User Account Management- Access & Permission Management- Hardware & Software Inventory**Service Management & Documentation**- Ticket Management- SLA Awareness- Incident Documentation- Knowledge Base Management- Escalation Procedures- Process Improvement**Security**- Endpoint Security- Antivirus & Encryption- Access Control- Data Protection- Backup & Disaster Recovery Support**Soft**- Excellent customer service- Strong problem-solving and troubleshooting skills- Clear verbal and written communication- Excellent teamwork and collaboration- Strong time management and prioritization- Attention to detail- Adaptability- Professional email writing and etiquette- Ability to communicate technical information clearly to non-technical users**JOB SPECIFICATIONS****Experience**- Hands-on experience in IT support, Help Desk, Service Desk, or a similar technical support role- Experience troubleshooting hardware, software, operating systems, and network connectivity- Experience handling and documenting incidents and service requests- Experience providing remote and on-site technical support- Experience supporting user accounts, access permissions, and workplace IT systems