IT Helpdesk Administrator (For Pooling)

IT HELPDESK ADMINISTRATOR

Work Setup: Hybrid

Job Purpose:

As an IT Helpdesk Administrator, you are responsible for providing essential technical support to users, ensuring efficient operation of IT systems and services. This role plays a key part in maintaining high levels of user satisfaction and productivity within the organization.

Duties and Responsibilities:

• Monitor and maintain IT equipment, ensuring all hardware and software are up-to-date and functioning properly.
• Assist users with system access, account setup, and software installation, providing guidance on best practices.
• Respond to user inquiries through various channels (phone, email, chat), troubleshooting and resolving hardware and software issues in a timely manner.
• Maintain comprehensive documentation of support requests, resolutions, and changes to IT systems. Generate reports on recurring issues and user feedback to inform improvements.
• Assist in managing IT inventory, including tracking hardware and software assets, ensuring compliance with licensing agreements, and facilitating equipment distribution.
• Be prepared to handle urgent technical issues, including system outages or security incidents, ensuring a swift and effective response to minimize impact on users.

Qualifications:

• Minimum of 2 years of experience as an IT helpdesk professional in a global team.
• Excellent spoken and written English.
• Knowledgeable about hardware components such as desktops, laptops, and servers.
• Proficient in troubleshooting Windows and Mac OS systems (Linux knowledge is advantageous).
• Strong service-oriented mindset.
• Excellent communication skills for interacting with employees in a multitasking environment.
• Experience utilizing various ticketing systems, including Freshservice and ServiceNow.
• Experience with cloud-based tools.

Our Benefits Package Includes:

• Generous Vacation Leave: Take time to recharge and relax with paid vacation days each year.
• Comprehensive Sick Leave: Stay healthy and recover with paid sick days when you need them.
• Health Coverage (HMO): Enjoy peace of mind with our extensive health insurance plan, ensuring you and your dependents are well-protected.