Helpdesk Support Specialist (3 months contract)

We are looking for a competent IT Helpdesk Specialist (for 3 months) who acts as the first point of contact for employees encountering issues such as Hardware, Software (application errors, installation problems), Network connectivity problems (internet access issues, Wi-Fi problems), printer issues, Password resets and account management, Troubleshooting and problem-solving, or needing assistance with technology within an organization, ensuring smooth operation and user satisfaction.

Responsibilities

• Provide first-line support to employees experiencing issues through various channels like phone and email.

• Diagnose and troubleshoot technical issues reported by users, identifying root causes, and implementing solutions to resolve problems in a timely manner.

• Create tickets, incidents, and service requests through a ticketing system, ensuring that issues are logged, tracked, and resolved according to defined service level agreements (SLAs).

• Assist with the setup, installation, configuration, and provisioning of software applications for new employees or existing users & Microsoft Authenticator & Outlook app setup on Mobile device.

• Enforce IT security policies, procedures, and best practices to ensure the confidentiality, integrity, and availability of data and IT systems. This includes user access management, password resets, security awareness training, and incident response.

• Liaise with L1 to L3 teams to escalate technical issues and ensure timely resolution of hardware or software-related problems.

• Provide training and guidance to users on how to use IT systems, applications, and tools effectively, helping to increase user proficiency and minimize recurring issues.

• Documenting interactions, Knowledge base and user guides and Reporting

Requirement

• sProven experience as a help desk
• .Good understanding of computer systems, mobile devices and other tech product
• sAbility to diagnose and resolve basic technical issues
• .Proficiency in Englis
• hCustomer-oriented and cool-tempere
• dFlexible to work in shift