Helpdesk & Technical Support Specialist

About the role

The Helpdesk & Technical Support Specialist acts as the first point of contact for end‑users, providing prompt technical assistance and coordinating the overall help‑desk operation. The role blends hands‑on troubleshooting with task prioritisation, resource scheduling and thorough documentation.

Key responsibilities

• Manage inbound calls and service requests through the help‑desk platform.
• Open, track and close service‑desk tickets, ensuring users supply sufficient detail.
• Assign tickets to appropriate technicians or teams and monitor progress against SLAs.
• Coordinate remote and onsite interventions, including equipment repair tracking and warranty verification.
• Liaise with procurement, suppliers and external service centres for quotes, repairs and deliveries.
• Maintain accurate records, archive help‑desk documents and support overall office operations.
• Provide regular updates to management on unresolved issues and project status.

Required profile

• Strong knowledge of computer hardware, operating systems (Windows, macOS, Linux) and common software applications.
• Familiarity with networking fundamentals such as TCP/IP, DNS and DHCP.
• Understanding of basic IT security principles and best practices.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, Cisco certifications) are preferred.

Required skills

• Windows, macOS, Linux operating systems
• Microsoft Office Suite and email clients
• TCP/IP, DNS, DHCP networking concepts
• IT security fundamentals
• CompTIA A+ certification
• Microsoft Certified Professional (MCP)
• Cisco certification
• Database scripting and web services development
• Data analysis and program integration