IT Helpdesk

IT Help Desk – Job Overview

As the primary point of contact via phone, email, chat, and tickets, you will handle all IT‑related issues, providing first‑line investigation and diagnosis.

Key Responsibilities

• Provide 24/7 first‑level support for all IT‑related issues.
• Monitor and manage phone, email, chat and ticket queues.
• Receive, log, validate and diagnose incoming requests, applying SLAs and standard tools.
• Escalate unresolved tickets to appropriate support functions, following SLAs.
• Communicate incident progress and changes to users and stakeholders.
• Assist incident management by coordinating with Incident Manager and end‑users.
• Document new processes into knowledge‑base articles.
• Perform other duties as required.

Required Qualifications

• Fresh graduates welcome; preferably at least 1 year of helpdesk and/or call‑center experience.
• Proficient in Engl...