IT Operations & Helpdesk Specialist

Responsibilities:

• Support day-to-day IT operations, ensuring system availability and performance.
• Maintain user accounts, access permissions, and adherence to IT security protocols.
• Support in hardware and software inventory, ensuring timely updates and replacements.
• Collaborate with infrastructure and cybersecurity teams to implement system enhancements.
• Conduct regular checks on system logs and ensure data backup and recovery procedures are executed properly.
• Receive, log, and prioritize IT support tickets based on severity and impact.
• Provide Level 1 technical support, diagnosing and resolving basic hardware, software, and network issues.
• Document incidents, troubleshooting steps, and resolutions for knowledge sharing.
• Support in Conduct end-user training sessions to promote awareness of IT systems and tools.
• Track and analyse support requests to identify recurring issues and propose preventive measures.
• Participate in IT audits and provide required documentation.
• Contribute to service improvement initiatives aimed at reducing downtime and enhancing user satisfaction.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 0-2 years of experience in IT operations or helpdesk roles.
• Experience supporting multi-site or corporate environments is an advantage.

Skills and Competencies:

• IT Operations & Infrastructure Support
• User Support & Troubleshooting
• Network Administration Basics
• Hardware & Software Management
• System Monitoring & Reporting