IT Helpdesk (Perm WFH/Morning Shift)

About the role

The L1 IT Helpdesk Support role serves as the first point of contact for employees experiencing technical issues. The role is responsible for logging, diagnosing, and resolving common IT problems, while escalating complex issues to higher support tiers. This position ensures smooth day-to-day operations by maintaining service quality and adhering to defined SLAs.

Key responsibilities

• Log, categorize, and prioritize incoming requests using ITSM/ticketing systems (e.g., NinjaOne or similar)
• Resolve common issues such as password resets, account lockouts, printer connectivity, and basic application errors
• Provide assistance via remote desktop tools (e.g., TeamViewer, RDP, Intune)
• Identify and escalate unresolved or complex issues to Tier 2/3 support teams
• Follow documented SOPs and contribute updates to internal knowledge repositories
• Deliver clear communication, empathy, and professionalism in all interactions
• Track alerts and perform basic checks to ensure endpoint and network health

About you

• Hardware/software troubleshooting
• Incident management
• SLA adherence
• Remote desktop support
• Experience with NinjaOne, ServiceNow, Active Directory, Microsoft 365, Intune, VPN clients, or ticketing platforms
• Communication skills
• Problem-solving ability
• Customer service orientation
• Adaptability
• Teamwork