Officer – IT Help Desk & Support

• Provide first-level support for IT incidents and service requests
• Log and track issues using ITSM tools (e.g., ManageEngine)
• Troubleshoot hardware, software, and network issues
• Support users with system access, VPN, and email issues
• Install and configure desktops, laptops, and printers
• Escalate unresolved issues to relevant IT teams
• Ensure adherence to SLA timelines

Desired Candidate Profile

• Minimum of 2 years of experience in IT support/help desk
• Good knowledge of Windows OS and Microsoft Office
• Basic networking knowledge
• Strong communication and customer service skills
• Bachelor’s degree or diploma in IT or related field
• Certifications in software development or relevant technologies (e.g., Microsoft Certified Developer, Oracle, AWS, or similar) are an advantage.
• Experience with ITSM tools (ManageEngine, ServiceNow, etc.)
• Knowledge of Active Directory (user management)
• ITIL Foundation (preferred)