Helpdesk Support Specialist

Reporting to the Senior Manager of Infrastructure and Security, the Helpdesk Support Specialist is responsible for daily checks of our boardroom systems, setting up new hires, and ensuring that all IT support tasks are completed efficiently and effectively.

Duties and Responsibilities

• Provide first-level contact and problem resolution for all users with hardware, software, and applications problems.
• Resolve user-reported issues using available tools and following procedures and policies for the handling of support cases.
• Provide targeted user training that equips end-users with the skills necessary to follow troubleshooting guides and resolve basic technical problems.
• Conduct daily system checks of boardroom technology to ensure functionality for high-level meetings, including video conferencing and presentation systems.
• Manage the setup of IT equipment and access for new hires, ensuring they have the necessary tools and access to start their roles effectively.
• Offer support and guidance to senior leadership, demonstrating patience and understanding while managing their unique needs and expectations.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Document all help desk interactions and troubleshooting steps in the IT support ticketing system.
• Collaborate with IT team members on projects and initiatives to improve IT services and infrastructure.
• Stay current with system information, changes, and updates relevant to our core systems and platforms.
• Maintain IT hardware inventory.
• Gather information and complete all support requests in a timely and satisfactory manner adhering to SLA. Proactively assess the impact of issues on hand and develop effective solutions.
• Develop effective and efficient methods for new hire setups and terminations, as well as maintain hardware inventory effectively.
• Document solutions and form a knowledge base.
• Assist in managing existing infrastructure and ongoing projects.
• Proactively monitor all servers and other IT infrastructure resources.
• Proactively monitor all systems for security threats and vulnerabilities.
• Assess forthcoming cyber threats and develop plan/solution.
• Comply with ISO 27001 policies and procedures.

Requirements

• Diploma or Degree in Information Technology, Computer Science, or relevant field preferred.
• Ability to diagnose and resolve basic technical issues promptly.
• Excellent communication skills, capable of effectively engaging with individuals at all levels of the organization, including senior leadership.
• Highly organized, with attention to detail and the ability to multitask.
• A team player with a proactive approach and the ability to work independently.
• Familiarity with remote desktop applications and help desk software.
• Willingness to work flexible hours to ensure continuous support.
• Adaptable schedule to accommodate global business operations.