Helpdesk Analyst

Role DescriptionWe are seeking a customer-focused and technically capable Helpdesk Analyst to provide first-line IT support and ensure reliable access to systems, applications, and technology resources. The role involves diagnosing and resolving technical issues, supporting users, managing service requests, and maintaining accurate records in accordance with established IT service standards.Key responsibilities include:Provide first-line technical support through phone, email, chat, or ticketing systems.Diagnose and resolve common hardware, software, operating system, connectivity, and application issues.Assist users with account access, password resets, software installation, configuration, and basic troubleshooting.Set up, configure, maintain, and troubleshoot computers, peripherals, and other IT equipment.Log, categorize, prioritize, track, and document incidents and service requests.Escalate complex or unresolved issues to appropriate technical teams and monitor them through resolution.Maintain accurate records of incidents, resolutions, user requests, and system changes.Support user onboarding, equipment deployment, software updates, and access provisioning.Assist with routine IT maintenance, security procedures, and technology rollouts.Develop and maintain knowledge base articles, technical documentation, and troubleshooting guides.Identify recurring technical issues and recommend improvements to enhance service quality and efficiency.Follow established IT policies, procedures, security requirements, and service-level standards.QualificationsDiploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline.Basic understanding of computer hardware, operating systems, networking, and common business applications.Familiarity with Windows, Microsoft 365, Active Directory, basic networking concepts, and IT support tools is an advantage.Experience with helpdesk, ticketing, or IT service management systems is preferred.Strong troubleshooting, analytical, and problem-solving skills.Excellent customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users.Strong attention to detail and ability to document technical information accurately.Good organizational and time-management skills, with the ability to prioritize multiple support requests.Ability to work independently while collaborating effectively with technical and non-technical teams.Strong commitment to information security, confidentiality, and professional service standards.Proactive attitude and willingness to learn new technologies, systems, and support processes.Good written and verbal communication skills in English.