Helpdesk Specialist (Senior Associate)

Helpdesk Specialist (Senior Associate)

Job Summary
Provides first- and second-level technical support to employees and ensures timely resolution of IT incidents and service requests.

Key Responsibilities

• Provide technical support through phone, email, chat, and ticketing systems.
• Troubleshoot hardware, software, network, Microsoft 365, and user-access issues.
• Manage incidents and service requests according to SLAs.
• Perform user account and access-related support.
• Document troubleshooting activities and resolutions.
• Escalate complex issues to appropriate technical teams.
• Support workstation setup, software installation, and device configuration.
• Maintain knowledge-base articles and support documentation.
• Monitor recurring issues and recommend improvements.
• Provide professional customer service to users.

Qualifications

• Bachelor's degree or diploma in IT or related field.
• 2–4 years of IT helpdesk/service desk experience.
• Knowledge of Windows, Microsoft 365, basic networking, hardware, and troubleshooting.
• Experience with ITSM/ticketing tools.
• Strong customer-service and communication skills.