Helpdesk Support

Job Purpose:

Provide support and technical assistance to end-users who are using company systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their IT related devices.

Job Description:

1. Responding to incident requests/enquiries/solutions via email under ticketing system or phone.
2. Providing technical assistance (remote access) to ERP systems, matching systems, and reporting systems.
3. Providing technical assistance (remote access) for IT related devices.
4. Providing technical assistance for basic network issues.
5. Following up closely with end-users to ensure full resolution of issues.
6. Writing, editing, and revising training manuals for new and updated software and hardware.
7. Running reports to analyze common complaints and problems.
8. Diagnosing errors and other issues.
9. Deploying IT related devices to end-users.
10. Project implementation and support.
11. Other ad-hoc duties as assigned or requested.

Job Requirements:

1. Diploma with a minimum of 1 year of helpdesk experience.
2. Hands-on experience in Basic Active Directory such as unlocking user accounts, resetting user passwords, and creating users.
3. Hands-on experience with Microsoft OS and Microsoft Office 365 would be an advantage.
4. Ability to multi-task and work effectively as a team player.
5. Ability to work independently in a fast-paced environment.
6. Good communication and customer service skills.