Helpdesk Analyst

Role DescriptionWe are seeking a responsive and customer-focused Helpdesk Analyst to provide technical support and assistance to users experiencing hardware, software, network, and system-related issues. The role involves receiving, diagnosing, documenting, and resolving support requests while ensuring timely and professional service.Key responsibilities include monitoring and managing support tickets, troubleshooting desktop and application issues, assisting users with system access and configuration, supporting hardware and software installations, and escalating complex technical issues to the appropriate teams. The role also involves maintaining accurate support records, updating technical documentation, following IT service procedures, and contributing to improvements in helpdesk operations and service quality.QualificationsDiploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.Understanding of IT support, desktop systems, operating systems, networks, and common business applications.Familiarity with Windows, Microsoft 365, Active Directory, basic networking, and troubleshooting tools.Knowledge of IT ticketing systems and service management processes.Strong troubleshooting, analytical, and problem-solving skills.Ability to diagnose technical issues and explain solutions clearly to non-technical users.Strong customer service, communication, and interpersonal skills.Ability to prioritize multiple support requests and manage tasks efficiently.Good attention to detail and commitment to accurate documentation.Ability to work independently and collaborate effectively with technical teams.Willingness to learn new technologies, systems, and IT support procedures.