Helpdesk Analyst

🗂 We’re Hiring: Help Desk Analyst🕒 Employment Type: Full-Time💼 Level: Entry-Level to JuniorWe are seeking a reliable, customer-focused, and technically minded Help Desk Analyst to join our growing IT support team. This role is ideal for individuals who enjoy troubleshooting technical issues, assisting users, and providing efficient IT support in a professional environment.🎯 Key Responsibilities• Provide first-line technical support to employees and users through phone, email, chat, and ticketing systems.• Diagnose and troubleshoot hardware, software, network, and application-related issues.• Respond to IT support tickets and service requests within established service-level requirements.• Install, configure, and troubleshoot computers, laptops, printers, mobile devices, and peripherals.• Assist users with Microsoft Windows, Microsoft 365, email, business applications, and common IT systems.• Troubleshoot basic network connectivity, Wi-Fi, VPN, DNS, and printer issues.• Create, update, prioritize, and resolve support tickets accurately.• Escalate complex technical issues to senior IT engineers or specialized support teams when required.• Assist with user account creation, password resets, permissions, and access management.• Support employee onboarding and offboarding processes.• Maintain accurate records of IT assets, incidents, solutions, and user requests.• Provide clear technical guidance and basic training to users.• Monitor recurring incidents and identify opportunities to improve IT support processes.• Maintain troubleshooting guides, knowledge bases, and IT support documentation.• Assist with IT projects, system upgrades, software deployments, and other technology initiatives.✅ Requirements• Diploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field is preferred.• Experience in help desk, IT support, technical support, or customer support is an advantage.• Fresh graduates with relevant internships, certifications, or technical projects are encouraged to apply.• Basic knowledge of Windows operating systems, Microsoft 365, hardware, software, and networking.• Understanding of basic TCP/IP, DNS, DHCP, VPN, Wi-Fi, and network troubleshooting.• Familiarity with Active Directory, Microsoft Entra ID, or user account management is an advantage.• Experience with IT ticketing systems and remote support tools is preferred.• Basic understanding of cybersecurity, endpoint protection, and access management practices.• Strong troubleshooting, analytical, and problem-solving skills.• Excellent customer service and communication skills.• Strong attention to detail and ability to manage multiple support requests.• Ability to remain calm and professional when handling technical issues and user concerns.• Good written and verbal communication skills in English.• CompTIA A+, Network+, Microsoft, or other relevant IT certifications are an advantage.🌟 What We Offer• Structured training and mentorship for entry-level IT professionals.• Hands-on experience supporting real-world business users and IT environments.• Exposure to Microsoft 365, networking, cloud services, endpoint security, and IT infrastructure.• Career progression into IT Support Officer, Systems Administrator, Network Engineer, Cloud Engineer, or IT Infrastructure roles.• Opportunities to obtain professional IT certifications.• Supportive and collaborative working environment.• Continuous learning and professional development opportunities.• Competitive compensation with performance-based incentives.