Job Overview:
We are looking for a dependable and resourceful IT Help Desk Support professional to provide essential technical support to our internal teams. In this role, you will be responsible for responding to and resolving IT-related queries, setting up equipment, managing access, and ensuring our teams have the technology support they need to operate efficiently. You will be the go-to person for day-to-day tech assistance and will play a key role in maintaining smooth IT operations across the organisation.

Key Responsibilities:

• Serve as the first point of contact for employees seeking technical assistance via ticketing systems, email, chat, or in person.

• Troubleshoot hardware, software, and peripheral issues across Windows and macOS devices.

• Configure and deploy laptops, desktops, monitors, and other hardware for new and existing employees.

• Assist with installing and updating software and operating systems.

• Reset passwords, manage MFA, and maintain compliance with internal security protocols.

• Monitor the IT support queue and resolve issues in a timely and professional manner.

• Escalate more complex issues to senior IT team members when required, with proper context and documentation.

• Create and maintain internal IT guides, FAQs, and process documents to support users and standardise responses.

• Provide clear, user-friendly communication and tech guidance to employees with varying levels of technical knowledge.

• Maintain basic understanding of network infrastructure and IT security principles to help with first-level troubleshooting.
  

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

• 3–5 years of experience in IT support or help desk functions.

• Experience with both macOS and Windows environments.

• Familiarity with help desk ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).

• Excellent interpersonal and problem-solving skills, with a strong service-oriented approach.

• Ability to manage multiple issues and prioritise tasks in a fast-paced environment.

• Strong attention to detail and documentation.