Help Desk Specialist

Role Overview

Service Desk Support & User Assistance

• Provide first-line technical support to end users through calls, emails, remote support tools, and other designated Service Desk channels.
• Respond to and manage incidents and service requests within defined SLAs.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Support users with system access, software installation, and configuration.
• Provide remote assistance and on-site support when remote resolution is not possible.
• Maintain a high level of customer service throughout the support process.
• Support employee onboarding and offboarding, including account access, permissions, and hardware setup.

Infrastructure Support & Maintenance

• Support the availability and stability of IT infrastructure, including servers, network devices, workstations, and cloud-based services.
• Assist with installation, configuration, maintenance, and upgrades of IT hardware and software.
• Maintain IT asset and equipment inventory.
• Assist with system performance monitoring and backup procedures.
• Support troubleshooting of server and network outages.

Network Support & Troubleshooting

• Support reliable and secure wired and wireless network connectivity.
• Troubleshoot LAN/WAN connectivity, Wi-Fi, VPN, DNS, DHCP, and firewall-related issues.
• Assist with network administration and access control.
• Escalate complex network incidents to the appropriate technical teams when required.

Systems Administration

• Support administration of LAN and WAN environments, firewalls, routers and switches, and cloud infrastructure.
• Assist with user accounts, access rights, and permissions in Active Directory, Microsoft 365, and other enterprise platforms.
• Assist in maintaining accurate software and hardware records.
• Support routine system administration and configuration activities.

Documentation & Ticket Management

• Accurately log all incidents and service requests in the ticketing system.
• Document reported issues, troubleshooting steps, actions taken, resolutions, and user follow-ups.
• Categorize and assign tickets to the appropriate workgroups.
• Monitor ticket queues and ensure requests are progressed within agreed SLAs.
• Escalate unresolved or complex incidents when necessary.
• Maintain clear records for operational, reporting, and audit purposes.
• Develop and maintain knowledge base articles, FAQs, troubleshooting procedures, and user guides.
• Identify opportunities to improve Service Desk processes and customer experience.

Security & Data Protection

• Support IT security controls and procedures, including antivirus, endpoint protection, encryption, and firewall controls.
• Assist with identifying and escalating potential security vulnerabilities.
• Follow organizational information security policies and procedures.
• Assist with disaster recovery, backup, and data protection activities.
• Support the protection of organizational systems, accounts, and information.

Training & Knowledge Sharing

• Provide end-user guidance and training on IT systems and software.
• Educate users on security and technology best practices.
• Maintain internal troubleshooting guides and knowledge base articles.
• Stay current with relevant technologies and IT support practices.
• Share technical knowledge and solutions with the Service Desk and wider IT team.
• Contribute to IT projects and implementation of new technology solutions.

Job Specifications

• Hands-on experience in IT support, Help Desk, Service Desk, or a similar technical support role.
• Experience troubleshooting hardware, software, operating systems, and network connectivity.
• Experience handling and documenting incidents and service requests.
• Experience providing remote and on-site technical support.
• Experience supporting user accounts, access permissions, and workplace IT systems.

Competencies

• Core: Service Desk & Technical Support, Hardware & Software Troubleshooting, Incident & Request Management, Remote Technical Support, Customer Service, Problem Solving.
• Infrastructure & Networking: LAN/WAN, Wi-Fi & VPN, DNS/DHCP, Firewalls, Routers & Switches, Cloud Services, Basic Server Support.
• Systems Administration: Active Directory, Microsoft 365, User Account Management, Access & Permission Management, Hardware & Software Inventory.
• Service Management & Documentation: Ticket Management, SLA Awareness, Incident Documentation, Knowledge Base Management, Escalation Procedures, Process Improvement.
• Security: Endpoint Security, Antivirus & Encryption, Access Control, Data Protection, Backup & Disaster Recovery Support.
• Soft: Excellent customer service, strong problem-solving and troubleshooting skills, clear verbal and written communication, teamwork and collaboration, time management and prioritization, attention to detail, adaptability, professional email writing and etiquette, ability to communicate technical i