Help Desk Specialist

1-3 years
2 months ago 2 Applied
Job Description

User Support: Provide high level technical support to our end-users via our internal helpdesk system, addressing hardware and software issues, troubleshooting problems, and resolving technical request in a timely and friendly manner in line with our business SLAs and policies.

Application support: Support and administer all internal IT systems and servers including Office, 365 Admin centre, Teams, OneDrive, SharePoint, MS Windows Server, MS Exchange, VMware, and MS Windows Enterprise.

System Maintenance: Perform regular maintenance, updates, and upgrades on hardware and software systems to ensure optimal performance and security.

Software Installation: Install, configure, and update software applications, ensuring they meet the needs of our employees in line with company policies and procedures.

Documentation: Maintain accurate documentation of IT systems and user guides to facilitate knowledge sharing and future troubleshooting.

Remote Support: Provide remote support for employees working off-site or in different locations.

Development: To shadow the Senior IT Support Engineers to gain confidence within the role, to develop under the guidance of the lead support engineer and IT service delivery manager.

Knowledge, Skills, Abilities:

  • Ability to efficiently handle multiple requests through the IT Help desk system.
  • Strong motivational skills can deliver tasks in difficult circumstances. Excellent decision making, problem solving and troubleshooting skills. Able to follow documented processes accurately without supervision.
  • Excellent verbal and written communication skills; including communicating with technical and non-technical internal clients and staff at all organisational levels.
  • High level of customer service skills. Understanding of the ITIL framework would be welcomed.
    Education and Experience:
    • Microsoft Certified Professional or Microsoft Certified Software Engineer qualifications (or equivalent) or efforts towards such qualifications are desirable.
    • One years experience within an IT or software providers organisation.
    • Good troubleshooting skills for first call response/ resolutions within a helpdesk
  • Good understanding of troubleshooting Microsoft Office 365
  • An understanding of troubleshooting MS Windows Server
  • Good understanding of troubleshooting Microsoft Windows OS
    • Good understanding and working knowledge of Microsoft 365 Admin Centre

    • An understanding and working knowledge of VMware

    • Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted.
    Qualifications Skills

    Bachelors or better.

    3-5 years: 3-5 Years You are using an unsupported browser.
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    MS Windows Enterprise
    MS Windows Server

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