Senior IT Helpdesk

Responsibilities :

Incident Management :

Receive and log incoming support requests via phone, email, or ticketing system.

• Prioritize and categorize incidents based on severity and impact.
• Troubleshoot common IT issues, such as password resets, software installation, and hardware malfunctions.
• Escalate complex issues to higher-level support teams when necessary.

User Support :

Provide clear and concise explanations of technical issues to users of varying technical proficiency.

System Maintenance :

Perform routine system maintenance tasks, such as software updates, patch management, and antivirus scans.

Knowledge Base Management :

Contribute to and maintain a comprehensive knowledge base of troubleshooting procedures and FAQs.

Customer Service :

Interact with users in a professional and courteous manner.

Shift work :

Shift work refers to any work schedule that falls outside of the traditional 9-to-5 workday. It involves rotating shifts either from 7am-4pm, 9am-6pm and 3pm-11pm

Qualifications : Technical Skills :

Strong understanding of computer hardware and software.

Soft Skills :

Excellent communication and interpersonal skills.