IT Helpdesk Executive

JOB OBJECTIVES

The IT Helpdesk Executive is responsible for providing first-level technical support for internal users and customers, including business applications, end-user devices, infrastructure, and network-related issues. The role will work closely with the Project, Software Development, and Infrastructure teams to ensure smooth daily IT operations and project implementation.

JOB DUTIES AND RESPONSIBILITIES

1) IT Support

• Provide Level 1 technical support for software, hardware, printers, email, and operating systems.

• Install, configure, and maintain desktops, laptops, and peripherals.

• Troubleshoot Windows operating system and Microsoft Office issues.

• Handle user account creation, password resets, and access requests.

• Record and update incidents in the IT Service Management (ITSM) system.

• Escalate unresolved issues to Level 2 or Level 3 support teams.

2) Application Support

• Provide first-line support for in-house web applications.

• Perform application testing before production deployment.

• Verify reported bugs and reproduce issues for developers.

• Assist users during UAT and post-implementation support.

• Monitor application health and basic system logs.

3) Project Support

• Assist in project implementation activities.

• Prepare deployment checklists and implementation documentation.

• Support software deployment and configuration.

• Coordinate with internal teams during project rollout.

• Participate in project meetings when required.

4) Documentation

• Maintain IT asset inventory.

• Update SOPs, user guides, and technical documentation.

• Document troubleshooting procedures and knowledge base articles.

Professional / Technical Qualification(s) Education

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or equivalent.

• 3 -5 years of IT Support, Helpdesk, or Technical Support experience is an advantage.

• Windows 10/11

• Microsoft Office 365

• Basic networking

• Hardware troubleshooting

• Basic SQL knowledge is an advantage

• Basic web application troubleshooting

• Knowledge of ITSM concepts is an advantage