IT Helpdesk

About the role

The IT Helpdesk Support role is responsible for providing first-line technical support to users, managing and triaging IT support tickets, and coordinating with the Global IT team to ensure incidents and service requests are resolved efficiently.

Key responsibilities

• Monitor, review and triage incoming IT support tickets based on priority, impact and urgency.
• Provide Level 1 and basic Level 2 technical support for end-user IT issues.
• Troubleshoot hardware, software, network, Microsoft 365, email, printer, VPN and user-access issues.
• Resolve support requests within agreed service levels and escalate issues where necessary.
• Work and coordinate closely with the Global IT team on incidents, requests, infrastructure issues and IT projects.
• Act as the local point of contact between users and Global IT.
• Follow up with Global IT, vendors and users until issues are fully resolved.
• Maintain accurate ticket updates, troubleshooting notes and resolution details.
• Perform user account setup, access changes and basic onboarding/offboarding IT tasks.
• Assist with workstation deployment, software installation, patching and endpoint troubleshooting.

About you

• Take ownership of assigned tickets.
• Communicate clearly with users and Global IT.
• Follow through on outstanding issues.
• Ensure that support requests are not left unattended or unresolved without proper escalation.