IT Support Officer / Helpdesk Analyst

Role DescriptionProvide first-line technical support to users for hardware, software, network, system, and access-related issues.Receive, record, prioritize, and resolve IT incidents and service requests through the helpdesk or ticketing system.Diagnose technical problems using structured troubleshooting methods and provide timely, practical solutions.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, software installation, and common application issues.Escalate complex or unresolved technical incidents to appropriate IT teams and follow up through resolution.Maintain accurate records of incidents, service requests, troubleshooting activities, resolutions, and IT assets.Support employee onboarding and offboarding, including equipment preparation, account provisioning, access changes, and device collection.Assist with software updates, endpoint maintenance, security controls, backups, and routine IT operational tasks.Monitor recurring incidents and identify opportunities to improve troubleshooting procedures, knowledge bases, and user support processes.Prepare user guides, FAQs, technical documentation, and internal support materials where required.Ensure IT support activities comply with internal policies, cybersecurity requirements, data protection standards, and service procedures.Communicate clearly with users regarding issue status, troubleshooting steps, expected resolution times, and required actions.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, endpoint devices, and basic network troubleshooting.Knowledge of IT service management principles and experience with ticketing or helpdesk systems is an advantage.Basic understanding of cybersecurity, access management, endpoint security, data protection, and IT controls.Strong analytical and problem-solving skills with a systematic approach to troubleshooting.Excellent communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users.Strong organizational skills and attention to detail, with the ability to prioritize multiple incidents and service requests.Proficiency in Microsoft Office; familiarity with Active Directory, remote support tools, asset management systems, or cloud platforms is an advantage.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.Strong sense of responsibility, confidentiality, security awareness, and commitment to quality IT service.