Help Desk Specialist

HELP DESK SPECIALIST

JOB SUMMARY

The Help Desk Specialist provides first-line technical support to employees, resolves IT issues, and ensures timely and effective assistance with technology-related requests.

KEY RESPONSIBILITIES

1. User Support

• Respond to help desk requests and troubleshoot hardware, software, and connectivity issues.
• Provide clear guidance and technical assistance to users.

2. Ticket Management

• Log, prioritize, track, and resolve support tickets.
• Escalate complex issues to the appropriate IT team.

3. Account & Device Support

• Assist with user accounts, passwords, software, and device setup.
• Support routine system updates and maintenance.

4. Documentation

• Maintain accurate records of support requests and resolutions.
• Update help desk procedures and knowledge-base resources.

KEY PERFORMANCE INDICATORS (KPIs)

• Ticket response and resolution times.
• First-contact resolution rate.
• User satisfaction.
• Ticket documentation accuracy.
• Help desk service availability.

QUALIFICATIONS

• Diploma or Bachelor’s degree in IT, Computer Science, or related field.
• 1–3 years of help desk or IT support experience.
• Knowledge of Windows, Microsoft 365, hardware, and basic networking.
• Strong communication and problem-solving skills.

ROLE EXPECTATIONS

• Provide professional and responsive user support.
• Resolve issues efficiently and minimize downtime.
• Maintain accurate support records.
• Escalate complex technical issues appropriately.