Job Description
I. Job Summary: The IT Helpdesk Specialist or IT Servicedesk play a critical role in providing technical support and assistance to internal customers, including head office, and remote users. This position involves resolving technical issues, troubleshooting hardware and software problems, and ensuring end-users' IT needs are met effectively and efficiently.
II. Duties And Responsibilities
Technical Support & Customer Service
- Respond to service requests and issue tickets promptly.
- Diagnose and resolve hardware and software problems.
- Provide technical assistance to end-users via phone, email, or in person.
- Escalate complex issues to the appropriate IT teams when necessary.
- Maintain a high level of customer service and professionalism.
- Update and document ticket progress and resolutions.
Hardware/Software Support & Maintenance
- Assist in maintaining and updating hardware and software systems.
- Perform routine hardware and software maintenance tasks.
- Install and configure operating systems and applications.
- Ensure that all IT assets are properly accounted for and maintained.
- Assist in hardware inventory management.
Documentation & Reporting
- Document troubleshooting steps and resolutions for future reference.
- Collaborate with other IT staff to prepare reports as needed.
- Keep accurate records of all service requests and resolutions.
