Objectives of This Role
- Provide quick and effective assistance with IT systems, hardware, and software
- Guide users remotely and in person through configuration, troubleshooting, and maintenance
- Prioritize customer satisfaction while addressing support requests and incidents
- Escalate unresolved issues to second-line support where necessary
- Collaborate with desktop support engineers and other IT staff to deliver consistent, high-quality service
- Represent Simplified IT Services with integrity and professionalism
Key Responsibilities
- Respond promptly to user requests via ticketing system, email, chat, phone, or in-person
- Record, track, and manage support tickets using issue tracking systems
- Diagnose and troubleshoot hardware and software issues on desktops, laptops, printers, and mobile devices
- Assist with user account creation, password resets, software installations, and basic networking issues
- Generate daily, weekly, and monthly reports on support ticket metrics and trends
- Provide feedback to internal teams about recurring issues and user concerns
- Follow up with users to ensure problems are resolved to their satisfaction
- Educate users on IT policies, best practices, and security awareness
- Maintain a knowledge base of known issues and solutions
Skills and Qualifications
- Strong problem-solving and analytical skills
- Experience with Microsoft Windows, Office 365, and common enterprise software
- Familiarity with Active Directory, user management, and basic networking concepts
- Clear, step-by-step communication when guiding users through solutions
- A friendly, patient attitude with strong listening skills
- Excellent written and verbal communication abilities
- Commitment to providing outstanding customer service
Preferred Qualifications
- Previous experience in an IT help desk or technical support role
- Experience using a helpdesk ticketing system
- Passion for customer service and troubleshooting
- A proactive, team-oriented mindset and willingness to learn
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator will be advantageous
Job Type: Full-time
Education:
- High School (matric) (Required)
Work Location: In person
Expected Start Date: 2025/07/01
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