IT Support Helpdesk

About the role

1. Technical Support Oversight Ensure tickets are handled efficiently, professionally, and within SLAs (Service Level Agreements). Handle complex or escalated technical issues that junior staff can't solve. Maintain high standards for troubleshooting and documentation. 2. Customer/End-User Communication Ensure excellent service to internal or external users. Follow up with users on unresolved issues or complaints. Communicate downtime, incidents, and updates clearly to affected users. 3. Reporting and Metrics Track ticket volumes, resolution times, customer satisfaction scores, and other KPIs. Produce regular reports for IT managers or senior leadership. Identify patterns or recurring problems and suggest long-term fixes. 4. Process Improvement Create, update, and enforce helpdesk policies, knowledge base articles, and standard operating procedures (SOPs). Recommend tools or process upgrades to improve efficiency (like better ticketing systems, chatbots, etc.). 5. Collaboration Work closely with other IT teams (Network, Systems, Security) to escalate and resolve major issues. Participate in change management and incident management processes. 6. Training and Development Onboard new helpdesk staff. Organize continuous learning (e.g., new software rollouts, cybersecurity training).

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Company Intel

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