Help Desk Executive

About the job

Responsible for providing first-line technical support to internal users, resolving IT issues related to hardware, software, and basic networking. The Help Desk Executive ensures timely incident resolution and maintains high levels of customer satisfaction while following IT processes and security protocols.

Responsibilities
-    Respond to IT support requests via ticketing system, phone, and email.
-    Diagnose and resolve technical issues related to desktops, laptops, printers, and applications.
-    Manage user accounts and permissions in Active Directory and Microsoft 365.
-    Provide basic network troubleshooting (Wi-Fi, VPN, connectivity issues).
-    Document incidents, solutions, and updates in the IT ticketing system.
-    Escalate complex issues to higher-level support as required.
-    Support hardware and software installations and updates.
-    Ensure compliance with IT security and operational policies.
-    Assist with onboarding and offboarding processes for IT equipment and accounts.
-    Contribute to knowledge base articles and technical documentation.

Additional Responsibilities
-    Any other responsibilities established by the manager related to the employee’s knowledge and areas of responsibility.

Key Skills and Requirements
-    2–3 years of experience in IT or Help Desk roles.
-    Basic knowledge of Windows operating systems and Microsoft 365 applications.
-    Familiarity with Active Directory and basic networking concepts.
-    Experience using IT ticketing systems (ServiceNow, Jira Service Desk, or similar).
-    Strong troubleshooting and problem-solving skills.
-    Good communication and customer service abilities.
-    Team-oriented mindset.

Competences
-    Technical Support Expertise
-    Customer Service Orientation
-    Problem Solving
-    Team Collaboration
-    Attention to Detail
-    Ownership and Accountability