Job Summary The IT Helpdesk serves as the primary gateway for all IT-related inquiries. Our mission is to provide a single point of contact for end-users, ensuring that every interaction is met with empathy, professionalism, and a swift resolution to minimize work downtime.
Responsibilities
As an IT Helpdesk Analyst, you are the owner of the end-user experience. You will manage technical issues from inception to resolution, acting as a facilitator between the user and various IT functions. Your primary goal is to maintain high customer satisfaction through quality support and effective ticket management.
- Ticket Ownership: Manage the full lifecycle of tickets, ensuring quality resolution and proactive communication.
- Technical Support: Perform first-level troubleshooting for diverse end-user queries and IT issues.
- Task Prioritization: Effectively manage daily and weekly workloads, prioritizing critical items and escalating issues when necessary.
- Process Excellence: Implement new processes and strictly adhere to Standard Operating Procedures (SOPs).
- Collaboration: Work closely with other GIT functions and Local Support Management to ensure seamless service delivery.
- Project Support: Lead or participate in key department initiatives and projects as assigned.
Required Qualifications
- Education: Bachelors degree in any stream (Any Graduate).
- Experience: Minimum 2+ years of experience in a customer-facing or technical support role.
- Communication: Fluent verbal and written English skills with strong active listening abilities.
- Soft Skills: Strong problem-solving capabilities and the ability to learn quickly in a fast-paced environment.
- Operational Flexibility: Ability to multitask, handle ambiguity, and adapt to staff scheduling changes.
Preferred Qualifications
- Technical Domain: Prior experience or foundational knowledge in Networking and Active Directory .
- Stakeholder Management: Proven ability to build relationships with different IT functions and stakeholders.
- Quality Mindset: A demonstrated focus on "Quality over Quantity" to ensure long-term solutions rather than quick fixes.
- Team Dynamics: A collaborative mindset with a track record of being a reliable team player.
Experience Level
Senior Level
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