IT Helpdesk Representative

Job Description

IT Helpdesk Representative provides first-level technical support to users, resolving hardware, software, and network issues. The role ensures smooth IT operations by handling tickets, troubleshooting systems, guiding users, maintaining documentation, and escalating complex problems to higher-level technical teams when required.

Key Responsibilities

• Provide first-level technical support to end users
• Diagnose hardware, software, and network related issues
• Resolve tickets within defined service level agreements
• Install, configure, and update computer systems regularly
• Guide users on basic IT usage practices
• Escalate complex issues to senior technical teams
• Maintain accurate records of incidents and solutions
• Ensure high customer satisfaction through timely support.

Skill & Experience

• Strong knowledge of computer hardware and software
• Bas...