Helpdesk Analyst

🗂 We’re Hiring: Helpdesk Analyst🕒 Employment Type: Full-Time💼 Level: Entry-Level to JuniorWe are seeking a motivated, customer-focused, and technically capable Helpdesk Analyst to join our IT support team. This role is ideal for individuals who enjoy troubleshooting technical issues, assisting users, and ensuring smooth day-to-day IT operations.🎯 Key Responsibilities• Provide first-line technical support to employees and end users.• Respond to IT support requests through phone, email, chat, and ticketing systems.• Diagnose and resolve hardware, software, account, and connectivity issues.• Troubleshoot Windows, Microsoft 365, printers, applications, and peripheral devices.• Assist users with password resets, account access, software installation, and basic configuration.• Log, categorize, prioritize, and track support tickets accurately.• Monitor ticket progress and ensure issues are resolved within agreed service levels.• Escalate complex technical problems to Level 2/3 support teams when necessary.• Provide clear instructions and technical guidance to non-technical users.• Assist with user onboarding and offboarding, including account and equipment setup.• Perform basic network troubleshooting involving Wi-Fi, LAN, VPN, DNS, and connectivity.• Maintain accurate records of IT assets, user accounts, incidents, and service requests.• Document common problems, solutions, troubleshooting procedures, and knowledge-base articles.• Assist with software updates, security patches, device maintenance, and IT deployments.• Support IT projects, system upgrades, and infrastructure improvement initiatives.• Follow company IT security policies and help users maintain secure technology practices.✅ Requirements• Diploma or Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field is preferred.• Previous experience in helpdesk, IT support, technical support, or customer support is an advantage.• Fresh graduates with relevant internships, certifications, or technical projects are encouraged to apply.• Basic knowledge of Windows operating systems and Microsoft 365.• Understanding of computer hardware, software, printers, and peripheral devices.• Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, LAN, and VPN.• Familiarity with IT service management or ticketing systems is an advantage.• Knowledge of Active Directory or Microsoft Entra ID is a plus.• Basic understanding of cybersecurity, endpoint protection, and access management.• Strong troubleshooting, analytical, and problem-solving skills.• Excellent customer-service and communication abilities.• Patient and professional approach when assisting users with technical issues.• Strong attention to detail and ability to maintain accurate support records.• Ability to prioritize multiple support requests and meet deadlines.• Good written and verbal communication skills in English.• CompTIA A+, Network+, Microsoft, ITIL, or other relevant certifications are an advantage.🌟 What We Offer• Hands-on experience supporting users in a professional IT environment.• Exposure to hardware, software, networking, Microsoft 365, cloud services, and cybersecurity.• Structured training and mentorship from experienced IT professionals.• Opportunities to develop strong troubleshooting and technical support skills.• Career progression into IT Support Officer, System Administrator, Network Engineer, Cloud Engineer, Cyber Security Analyst, or IT Infrastructure Engineer roles.• Opportunities to gain experience with IT service management and enterprise support systems.• Supportive and collaborative working environment.• Continuous learning and professional development opportunities.• Competitive compensation with performance-based incentives.