Job Description

IT Help Desk Specialist

Responsibilities:

• Provide technical support to end-users via chat, email, and phone.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Manage support tickets, ensuring accurate documentation and follow-up.
• Assist users with password resets, account access, and system navigation.
• Escalate unresolved issues to higher-level support teams when required.
• Maintain high standards of customer service and professionalism in all interactions.
• Collaborate with team members to meet SLA targets and improve support processes.

Requirements:

• Proven experience in IT Help Desk or Technical Support roles.
• Hands-on experience with chat-based customer/technical support.
• Knowledge of Windows, macOS, Office 365, and common business applications.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Strong problem-solving and multitasking skills.
• Excellent written and verbal communication abilities.
• Ability to work in a fast-paced environment and handle multiple priorities.

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