Helpdesk Analyst

Role DescriptionWe are looking for a customer-focused and technically minded Helpdesk Analyst to provide efficient and professional IT support to users. The role involves responding to technical issues, troubleshooting hardware and software problems, resolving incidents, and ensuring users receive timely and effective assistance.You will act as a key point of contact for IT support, handling service requests through appropriate support channels and maintaining clear communication throughout the resolution process. Responsibilities include diagnosing technical issues, assisting with account and access-related requests, supporting computers, applications, peripherals, and basic network connectivity, and escalating complex issues to the appropriate technical teams when required.The Helpdesk Analyst will also maintain accurate records of incidents and resolutions, contribute to knowledge base documentation, and support continuous improvements in IT service delivery. Strong communication, problem-solving ability, patience, and a customer-oriented mindset are essential for delivering a positive support experience.QualificationsDiploma or Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related discipline.Good understanding of basic IT concepts, hardware, software, operating systems, and network connectivity.Ability to troubleshoot and resolve common technical issues in a structured and logical manner.Familiarity with Windows operating systems, Microsoft 365 applications, printers, peripherals, and basic user administration.Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi is an advantage.Familiarity with ticketing, service desk, remote support, and IT documentation tools.Strong analytical and problem-solving skills with good attention to detail.Excellent verbal and written communication skills with a customer-focused approach.Ability to explain technical information clearly to users with different levels of technical knowledge.Good organizational skills with the ability to prioritize and manage multiple support requests.Proactive, patient, responsible, and committed to delivering high-quality IT support.