IT HELPDESK SUPPORT

The IT Helpdesk Support is the first point of contact for employees who need IT assistance. The role logs,

triages, and resolves user issues by phone, chat, ticket, and walk-in, and escalates what it cannot fix to

Field Support or the Network and Systems Administrator. It supports a 24/7 contact center operation

where fast resolution directly affects agent productivity and client service levels.

Key Responsibilities

User Support

• Receive, log, and categorize all requests and incidents in the ticketing system with complete details.

• Provide first level troubleshooting for Windows, Microsoft 365, email, browsers, softphones,

headsets, and line of business applications.

• Resolve common issues such as login failures, password resets, account lockouts, MFA problems,

printer issues, and connectivity complaints.

• Support agents on the production floor to restore service quickly and reduce downtime.

• Escalate hardware issues to Field Support and network, server, or security issues to the Network

and Systems Administrator, with clear notes.

Account and Access Requests

• Process account creation, modification, and deactivation based on approved requests from HR and

operations.

• Verify user identity before password resets or access changes, following security procedures.

• Support onboarding and offboarding by preparing user accounts and confirming access is removed

on separation.

Ticket Management and Documentation

• Update tickets throughout their lifecycle and close them only after confirming resolution with the

user.

• Meet response and resolution targets, and follow up on aging and escalated tickets.

• Create and maintain knowledge base articles for recurring issues and standard fixes.

• Identify repeat issues and report trends to the IT Support Supervisor.

Security and Compliance

• Report suspected security incidents, phishing, and policy violations immediately through the proper

channel.

• Follow information security, data privacy, and clean desk policies in all support activities.

• Never share credentials or bypass access controls when assisting users.

Qualifications

• Graduate of a bachelor's degree or two-year course in Information Technology, Computer Science,

or a related field.

• At least 1 year of experience in IT helpdesk or technical support; BPO experience is an advantage.

Buwelo IT Department | Page 1

• Working knowledge of Windows 10 and 11, Microsoft 365, Active Directory user management, and

basic networking.

• Familiarity with softphones, VoIP, and contact center applications is an advantage.

• Experience with ticketing systems and remote support tools.

• Good English communication skills, both spoken and written.

• CompTIA A+, Microsoft 365 Fundamentals, or TESDA Computer Systems Servicing NC II is an

advantage.

Competencies

• Customer service mindset with patience and professionalism under pressure.

• Clear and simple communication with non-technical users.

• Strong troubleshooting and logical thinking.

• Discipline in documentation and ticket updates.

• Integrity in handling user accounts and confidential information.

• Willingness to work shifting schedules, weekends, and holidays when required.