Help Desk Technician
Help Desk Technician
Posted on :
19-09-2025
Employer Active
1 Vacancy
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Job Description
Job Summary
The Help Desk Technician is responsible to provide a single point of contact to the organization for information technology related problems. Assist business customers with telephone email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service requests.
Key Responsibilities / Duties
Provide first line support for any information technology issues and problems.
Provide assistance by phone email and/or using a ticket management system.
Track issues to resolution.
Update the internal knowledgebase with issue resolution details.
Track user account creation changes and deletions.
Perform password resets and re-certify tokens.
Support computers laptops tablets smart phones and applications.
Monitor and escalate alerts from antivirus systems.
Monitor backup system alerts and escalate errors.
Maintain user accounts including rights permissions and systems groups.
Manage critical incidents.
Escalate problems as required to Tier 2 and Tier 3 support teams.
Quickly and accurately determine incident scope and impact.
Follow up on tickets at pre-defined intervals until resolved.
Update daily status reports.
Act as a liaison between customers and technical escalation teams.
Perform other duties as assigned
Required Skills and amp; Qualifications
Self-motivated
Proven ability to work co-operatively as part of a team
Proven ability to work in a busy environment
Aware of quality management systems
Proficient in the following technologies:
MS Windows 10
MS Office
MS Outlook
MS Exchange Administration
Terminal Services / Remote Access software
Active Directory
Help desk / ticketing software
Employment Type
Full Time
Key Skills
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