IT Help Desk Specialist

About the role

We are seeking a customer‑focused Help Desk Specialist to deliver first‑line technical support to end‑users. The role involves troubleshooting hardware, software, network and account issues, logging incidents and ensuring timely resolution while maintaining high user satisfaction.

Key responsibilities

• Provide first‑line technical support via phone, email, remote tools or in person.
• Log, track and update support tickets in the help‑desk system.
• Troubleshoot hardware, software, printer and basic network problems.
• Escalate unresolved or complex incidents to the appropriate IT team.
• Follow up with users to confirm issue resolution and ensure satisfaction.
• Support installation, configuration and maintenance of desktops, laptops and standard business applications.
• Assist with user account setup, password resets, onboarding and off‑boarding tasks.
• Maintain documentation, knowledge‑base articles and standard support procedures.
• Monitor recurring issues and report trends or improvement opportunities to management.

Required profile

• Bachelor’s degree or diploma in Information Technology, Computer Science or a related field (preferred).
• 4‑6 years of proven experience in help‑desk, service‑desk or technical support.
• Fluent English language skills.

Required skills

• Windows operating systems
• Microsoft Office suite
• Basic networking concepts
• Common IT hardware (desktops, laptops, printers)
• Ticketing systems
• Remote support tools