Help Desk Executive

About the role

The IT Help Desk Executive is the first point of contact for users who need technical assistance via phone or email. You will provide remote troubleshooting, guide users through problem‑solving steps, and ensure issues are resolved or escalated appropriately.

Key responsibilities

• Perform remote diagnostics and ask pertinent questions to identify issues.
• Determine the best solution based on user information and guide users through the resolution process.
• Escalate unresolved problems to higher‑level support personnel.
• Log events, problems, and resolutions in the ticketing system.
• Follow up with users to update status and confirm issue closure.
• Install and configure hardware, software, printers, scanners, and network devices.
• Monitor TV and NVR systems.
• Adhere to SLA targets while supporting all branches remotely.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• 1‑3 years of relevant experience; real‑estate experience is a plus.
• Ability to relocate between branches if needed.

Required skills

• Proficiency with help desk and remote‑access software.
• Experience with Microsoft Windows Server and Active Directory.
• Knowledge of networking protocols: TCP/IP, DNS, DHCP, VPN.
• Familiarity with virtualization technologies such as VMware and Hyper‑V.
• Relevant certifications (e.g., MCSE, CCNA) are mandatory.