Help Desk Officer

About the role

The Help Desk Officer provides first‑line technical support to employees, ensuring that hardware, software and network issues are resolved quickly and efficiently. You will be the primary point of contact for end‑users, helping them stay productive.

Key responsibilities

• Respond to user requests via phone, email, ticketing system or in person.
• Troubleshoot and resolve issues with desktops, laptops, printers and peripheral devices.
• Install, configure and maintain operating systems, applications and end‑user devices.
• Create, manage and deactivate user accounts and permissions in line with company policies.
• Escalate unresolved incidents to specialised teams and follow up until resolution.
• Record incidents, service requests and resolutions in the IT Service Management (ITSM) system.
• Support onboarding and off‑boarding by preparing devices and configuring accounts.
• Maintain IT asset inventory and documentation.
• Perform routine maintenance and system checks.
• Ensure compliance with IT security policies and provide basic cybersecurity guidance to users.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Information Systems or a related field.
• Minimum 1 year of experience in an IT Help Desk or Technical Support role.
• Strong troubleshooting, communication and customer‑service skills.
• Ability to work independently and as part of a team.

Required skills

• Windows operating systems
• Microsoft 365
• Active Directory user account management
• Computer hardware and printers
• Networking concepts (TCP/IP, DNS, DHCP)
• IT ticketing systems
• Endpoint protection and basic cybersecurity principles
• Remote support tools