Help Desk Officer

Job role We are seeking a Help Desk to provide first-line technical support to employees, troubleshoot hardware and software issues, manage support tickets, and ensure users can effectively access IT systems and services. Key Responsibilities Provide Level 1 technical support through phone, email, chat, or ticketing systems. Diagnose and resolve hardware, software, network, and account-access issues. Install, configure, and troubleshoot computers, printers, mobile devices, and peripherals. Create, update, prioritize, and close support tickets. Troubleshoot Windows, Microsoft 365, Outlook, Teams, and common business applications. Assist users with password resets, account lockouts, MFA, and access issues. Perform basic network troubleshooting involving Wi-Fi, LAN, VPN, DNS, and connectivity. Create and manage user accounts and permissions according to company procedures. Escalate complex issues to Level 2/Level 3 support, networking, security, or infrastructure teams. Maintain IT documentation, knowledge-base articles, and troubleshooting procedures. Track hardware assets and assist with equipment deployment and replacement. Follow IT security policies and protect confidential company information. Provide excellent customer service and communicate technical solutions clearly to non-technical users. Qualifications Diploma or degree in Business Administration, Computer Science, Information Systems, or a related field. CompTIA A+ is advantageous. CompTIA Network+ or Security+ is a plus. Microsoft certifications are beneficial. Typical Experience: Help Desk Analyst: 1 - 3 years Senior Help Desk / Desktop Support: 3 - 5+ years Required Skills: Microsoft 365 and Outlook support Hardware and peripheral troubleshooting User account and password management Ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or Freshservice Strong communication and customer-service skills