About the job

Role Description

We are looking for an IT Support Officer / Helpdesk Analyst to provide reliable and efficient technical support to users across the organization. The role is responsible for responding to IT requests, diagnosing technical issues, maintaining a high standard of user support, and ensuring that IT services operate smoothly and securely.

You will serve as a key point of contact for hardware, software, network, account, and system-related issues. Responsibilities include logging, prioritizing, troubleshooting, and resolving support requests; setting up and maintaining computers, peripherals, user accounts, and standard applications; and escalating complex issues to relevant technical teams when required.

You will also assist with system administration, software and hardware deployment, IT asset management, documentation, and routine maintenance. The role requires close collaboration with internal teams to identify recurring issues, improve support processes, and promote effective use of IT systems.

The ideal candidate is service-oriented, patient, analytical, and comfortable explaining technical matters to users with different levels of IT knowledge.

Qualifications

• Diploma, degree, or professional qualification in Information Technology, Computer Science, Information Systems, or a related discipline.
• Strong understanding of desktop hardware, operating systems, common business applications, networking, and basic system administration.
• Ability to diagnose and troubleshoot hardware, software, connectivity, account, and user-access issues.
• Familiarity with Windows environments, Microsoft 365, Active Directory, cloud services, and common IT support tools.
• Understanding of basic cybersecurity principles, access management, data protection, and IT security practices.
• Ability to manage helpdesk tickets, prioritize requests, document solutions, and follow established support procedures.
• Strong analytical and problem-solving skills with a structured approach to technical troubleshooting.
• Excellent communication and interpersonal skills, with a strong customer-service mindset.
• Ability to explain technical issues and solutions clearly to non-technical users.
• Strong attention to detail and ability to manage multiple support requests effectively.
• Proactive, dependable, and committed to maintaining secure, reliable, and user-focused IT services.
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