IT Specialist – End User Support

About the role

The IT Specialist ensures that end‑users can perform their daily tasks by maintaining reliable computer operations. The role involves receiving, prioritising, documenting and actively resolving help‑desk requests, often requiring hands‑on desktop assistance.

Key responsibilities

• Receive, triage and resolve end‑user technical issues using diagnostic tools and ticketing systems.
• Escalate incidents within defined time‑frames and meet service‑level agreements (SLAs).
• Participate in on‑call and after‑hours rotation to provide continuous support.
• Manage material resources and maintain inventory of hardware and peripherals.
• Communicate clearly and professionally with customers and supervisors.

Required profile

• Minimum 3 years of experience as an IT Technician or Help‑Desk professional.
• Strong analytical skills with the ability to interpret technical documents, work orders and invoices.
• Proactive listening and commitment to timely problem resolution.
• Ability to work both structured and flexibly under pressure.

Required skills

• Microsoft Office suite
• Microsoft Windows desktop operating systems
• Windows Server administration
• Computer networking – switches, routers, wireless access points
• Print driver, print server and multi‑function printer maintenance
• Cyber‑security fundamentals, software licensing and disaster‑recovery concepts
• Office 365 (O365) suite and related cloud services
• Hardware troubleshooting and peripheral support
• Familiarity with ERP systems, SharePoint and Maximo
• SLA management and reporting