Helpdesk Officer – Level 1 IT Support

About the role

The Helpdesk Officer provides first‑line technical assistance to end users, handling incidents and service requests across hardware, software, network and security domains. This role ensures timely resolution, proper escalation and consistent communication with users.

Key responsibilities

• Act as Level 1 contact for all IT incidents and service requests via phone, email, ticketing system or walk‑in.
• Log, categorize, prioritize and track tickets in the ITSM tool following service‑management procedures.
• Troubleshoot hardware, software, operating system and connectivity issues; provide remote and on‑site desktop support.
• Perform first‑line LAN/WAN, VPN and Wi‑Fi troubleshooting; verify IP configurations and DNS resolution.
• Respond to cybersecurity incidents (phishing, malware), document and escalate according to the Incident Response Plan.
• Support endpoint security policies, antivirus updates, patch compliance and device encryption.
• Manage user accounts, password resets and access provisioning in Active Directory.
• Monitor server, storage and virtual‑machine health; verify backups and assist with asset lifecycle tasks.
• Follow change management and Technology GRC compliance procedures.

Required profile

• Strong customer‑service orientation and ability to communicate technical information clearly.
• Experience following documented ITSM, change and security processes.
• Capability to work independently while escalating complex issues appropriately.

Required skills

• ITSM ticketing tools
• Windows operating systems and PC/Laptop hardware troubleshooting
• Printer and peripheral support
• LAN/WAN, VPN and Wi‑Fi troubleshooting
• Network monitoring tools
• Basic switch and access‑point configuration
• IP addressing (DHCP/static) and DNS troubleshooting
• Phishing and malware incident handling
• Endpoint security tools (antivirus, patch management, encryption)
• Active Directory account management
• Basic vulnerability assessment
• Server and virtual‑machine monitoring
• Data backup verification
• Asset inventory management
• Change management processes