IT Support Officer / Helpdesk Analyst

Role DescriptionProvide first-line technical support to users for hardware, software, network, system, and access-related issues.Receive, log, prioritize, and resolve IT support requests through the helpdesk or ticketing system.Diagnose technical problems systematically and provide timely, practical solutions to minimize service disruption.Install, configure, maintain, and troubleshoot computers, laptops, printers, mobile devices, applications, and other IT equipment.Assist users with account setup, password resets, system access, email configuration, and common application issues.Escalate complex or unresolved incidents to the appropriate technical teams and follow up until resolution.Maintain accurate records of incidents, service requests, troubleshooting steps, resolutions, and IT assets.Support user onboarding and offboarding, including equipment preparation, account access, and basic system configuration.Monitor recurring technical issues and contribute to knowledge bases, troubleshooting guides, and service improvement initiatives.Assist with software updates, security controls, backups, system maintenance, and other routine IT operations.Ensure IT support activities follow internal policies, security requirements, and established service procedures.Communicate clearly and professionally with users, keeping them informed of issue status and expected resolution timelines.QualificationsDiploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline.Good understanding of computer hardware, operating systems, software applications, networking, and common IT troubleshooting practices.Familiarity with Windows, Microsoft 365, email systems, printers, user accounts, and basic network troubleshooting.Experience with IT service management or ticketing systems is an advantage.Basic knowledge of cybersecurity, access management, endpoint security, and data protection principles.Strong analytical and problem-solving skills with a structured approach to troubleshooting.Excellent communication and customer service skills, with the ability to explain technical issues clearly to non-technical users.Strong organizational skills and attention to detail, with the ability to prioritize multiple support requests.Patient, proactive, service-oriented, and able to remain calm when handling urgent technical issues.Ability to work independently while collaborating effectively with IT teams and other departments.