IT Help Desk

IT Help Desk Job Description Template

Our company is looking for a IT Help Desk to join our team.

Responsibilities:

  • Managing service requests, software installations, new computer setups, upgrades, etc;
  • Troubleshooting login and domain related issues;
  • Providing technical support for all hardware/software problems;
  • Troubleshooting network related issues;
  • Recording escalations from employees and notify the IT head on any operational escalations and complaints;
  • Maintaining overall ownership of user’s issues & ensuring resolution within agreed service levels;
  • Troubleshooting operating system and general software related issues;
  • Resolving the queries in accordance with help-desk escalation process.

Requirements:

  • Ability to exercise judgement within procedures and practices to determine appropriate action;
  • Ability to work independently and in a team environment;
  • MCSE & CCNA certification will be preferred;
  • Must be self-managed, responsive and dedicated to customer support;
  • Mandatory knowledge on N+ (Network Support) and A+ (Basic Computer);
  • Should have experience in TCP/IP and general networking;
  • Sense of urgency and ability to manage and prioritize multiple work requirements to meet deadlines;
  • Strong communication skills – effective verbal and written communication skills in English;
  • Knowledge of multiple desktop programs, configuration and debugging techniques.