IT Helpdesk Executive

Job Description

Key Responsibilities:

Providing technical support for all hardware/software problems.
Maintaining overall ownership of user's issues & ensuring resolution within agreed service levels.
Managing the help-desk system by recording appropriate information for fault incidents and resolving the fault from a remote location or by accessing the user's desktop.
Managing service requests, software installations, new computer setups, upgrades, etc.
Supporting the following technologies: Microsoft Office, Internet Explorer, Windows, desktops, laptops, printers, network printer, NICs, basic LAN/WAN connectivity and others as assigned.
Troubleshooting network related issues.
Troubleshooting login and domain related issues.
Troubleshooting operating system and general software related issues.
Recording escalations from employees and notify the IT head on any operational escalations and complaints.
Resolving the queries in accordance with the help-desk escalation process.

SKILLS/EXPERTISE:

Basic understanding of computer hardware and software.
Knowledge of operating systems (Windows, macOS, Linux).
Familiarity with common business applications (Microsoft Office, email clients, etc.).
Troubleshooting skills for hardware and software issues.
Customer-focused approach to problem-solving.
Good communication skills (both verbal and written).
Understanding of common IT support tools and methodologies.
Proficiency in providing remote assistance to end-users.
Knowledge of remote desktop tools for troubleshooting.
Understanding of basic cybersecurity principles.
Awareness of common security threats and best practices.