- The Help Desk role is responsible for providing first-level technical support to employees, resolving hardware and software issues, and ensuring smooth IT operations across the organization. This role requires excellent problem-solving skills, communication abilities, and a customer service–oriented mindset.
Provide first-level support for IT-related issues via phone, email, or ticketing system.Diagnose and resolve hardware, software, and network problems.Escalate complex issues to higher-level IT staff when necessary.Install, configure, and maintain computer systems, printers, and peripherals.Support user access management (password resets, account creation, permissions).Document incidents, problems, and solutions in the help desk system.Ensure compliance with IT policies and security protocols.Provide user training and guidance on IT tools and best practices.Excellent communication and interpersonal skills.Strong problem-solving and analytical abilities.Ability to prioritize and manage multiple tasks under pressure.Customer-focused with a service-oriented mindset.Team player with the ability to collaborate effectively.Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).0–2 years of experience in a help desk or technical support role.Basic certifications (CompTIA A+, ITIL, or equivalent) are a plus.