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IT Helpdesk Technician

Key Skills:

•Professional certification such as CompTIA A+ and N+, MCP or any other certification in computer repairs & maintenance.

•Proven experience in installation and support of computers and peripherals.

•Certificate / Diploma in IT would be an advantage.

•Ability to prioritize incident tickets based on business impact and/or urgency.

•Good team player.

•Excellent communication

Key Responsibilities:

1. Support & Incident Management

•Serve as the first point of contact for all endpoint and mobility-related support requests.

•Log, classify, and prioritize incidents and service requests using the ITSM tool.

•Perform initial diagnosis, troubleshooting, and resolution for hardware, software, and mobile device issues.

•Escalate unresolved issues to L2/L3 support teams as required, ensuring timely follow-up.

2. Endpoint & Mobility Operations

•Assist in provisioning and configuring laptops, desktops, mobile devices, and tablets for new users.

•Perform basic maintenance, patching, and updates for endpoints and mobile devices.

•Manage user profiles, permissions, and configurations across endpoint management platforms.

•Support mobile device management (MDM) solutions for secure access to corporate systems.

3. Asset & Inventory Management

•Maintain accurate inventory of endpoints and mobile devices.

•Support device lifecycle management – from procurement and deployment to decommissioning and disposal.

•Track hardware repairs, replacements, and warranties.

4. Documentation & Reporting

•Document troubleshooting steps, resolutions, and standard operating procedures (SOPs) in the knowledge base.

•Generate operational reports related to endpoint health, asset utilization, and ticket resolution metrics.

5. Compliance & Security Support

•Assist in implementing security updates and configurations recommended by the security team.

If you are agile and have a pioneering mindset, join a winning team so that we can evolve together.