Junior IT Helpdesk Officer

The position provides initial IT support service to user requests, effective diagnostic evaluation of end-user needs. It includes but not limited to: identify, research, and resolves technical problems, timely response to telephone calls, email and personnel requests for technical support. The position requires accurate documentation, tracking & monitoring the requests to ensure a timely resolution

Key Accountabilities/Responsibilities

•First point of contact for users on technical or system assistance by the phone/email.
•Remote troubleshooting through diagnosis and querying the customer for a detailed description of issues.
•Determine the best solution based on the issue & details provided by users.
•Walk users through the problem-solving process.
•Direct unresolved issues to the next level of support personnel.
•Assist users on how to log tickets on the LetsClick System.
•Record requests and their status in report logs.
•Follow-up & update request status.
•Chase support department and escalate as necessary to ensure SLA is met on all incidents.
•Escalate Severity 1 & 2 calls directly to the person assigned and management.
•Notify the affected users’ in case of network connection and or service outage.
•Unlock AD accounts
•Enforcing the company’s security policy by controlling mail flow, by utilizing a Mimecast tool.
•Prepare reports on request, showing statistics of support requests and incidents resolved/unresolved. Improve the report according to the expected results.
•Pass on feedback/suggestions by users to the appropriate internal team.

•Degree in Information Systems/Information Technology and OR related field.
•ITIL V3 as an added advantage.