IT Help Desk Support Officer

About the role

We are seeking an experienced IT Help Desk Officer to provide first‑line technical support to employees, resolve hardware and software issues, and ensure timely handling of IT incidents and service requests.

Key responsibilities

• Provide first‑level support via phone, email, ticketing system and in‑person.
• Diagnose and resolve hardware, software, network and system issues, including desktops, laptops, printers and scanners.
• Support Windows 10/11, Microsoft Office 365, Outlook, Teams and other business applications.
• Manage incidents and service requests in ServiceNow or Jira Service Management, ensuring SLA compliance.
• Assist with Active Directory / Microsoft Entra ID user administration and account management.
• Perform basic LAN/Wi‑Fi, VPN, DNS, DHCP troubleshooting and support onboarding/off‑boarding activities.

Required profile

• Bachelor's degree or diploma in IT, Computer Science or related field.
• 3–5 years of experience in IT Help Desk, Service Desk or Desktop Support.
• Strong communication and customer‑service skills with the ability to prioritize multiple incidents.
• Knowledge of ITIL practices is preferred.

Required skills

• Windows 10/11 operating systems
• Microsoft Office 365
• Active Directory / Microsoft Entra ID
• ServiceNow or Jira Service Management
• TCP/IP, DNS, DHCP, VPN, LAN, Wi‑Fi
• CompTIA A+ (or equivalent) certification
• Microsoft certifications (optional)