We are seeking a customer-focused and technically minded Help Desk Analyst to provide technical support, troubleshoot IT issues, and ensure a smooth and reliable technology experience for employees and users.

This role is ideal for individuals who enjoy solving technical problems, assisting users, and working in a fast-paced IT environment.

🎯 Key Responsibilities

• Provide first-level technical support to employees and users.

• Respond to IT support requests through email, phone, chat, and ticketing systems.

• Diagnose and troubleshoot hardware, software, network, and system issues.

• Install, configure, and maintain computers, applications, and peripheral devices.

• Assist users with account access, password resets, and system permissions.

• Monitor and manage IT support tickets and ensure timely resolution.

• Escalate complex technical issues to the appropriate IT teams.

• Maintain accurate records of incidents, troubleshooting steps, and resolutions.

• Support user onboarding and offboarding processes.

• Assist with software updates, system maintenance, and IT deployments.

• Provide guidance and basic training to users on IT systems and applications.

• Maintain IT documentation, knowledge bases, and troubleshooting procedures.

• Monitor recurring issues and recommend improvements to IT support processes.

• Follow company IT security policies and best practices.

✅ Requirements

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field is preferred.

• Basic understanding of computer hardware, software, operating systems, and networking.

• Familiarity with Windows, Microsoft 365, Google Workspace, or similar productivity platforms.

• Experience with IT ticketing or help desk systems is an advantage.

• Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, and VPN is preferred.

• Strong troubleshooting and problem-solving abilities.

• Excellent communication and customer service skills.

• Strong attention to detail and organizational skills.

• Ability to explain technical issues clearly to non-technical users.

• Ability to prioritize and manage multiple support requests.

• Strong willingness to learn new technologies and IT systems.

• Previous IT support, help desk, or technical support experience is an advantage.