Job Description

: IT Helpdesk Technician Position Overview: We are seeking a skilled and motivated IT Helpdesk Technician to join our team. The ideal candidate should have a solid foundation in ITIL principles, possess proficient knowledge of IT Service Management (ITSM) and IT Asset Management (ITAM) tools, and demonstrate a strong grasp of incident management, change management, and problem management concepts. Excellent English spoken communication skills, the ability to handle high-pressure situations and call volumes, and a quick-thinking troubleshooting approach are crucial for success in this role. The candidate should be adaptable to learning new technologies and exhibit flexibility in working various shift coverages. Proficiency in MS tools including Excel, PowerPoint, and Word is essential. Responsibilities: 1. Provide first-line technical support and assistance to end-users via phone, email, or other communication channels. 2. Apply ITIL principles to manage and resolve IT incidents, service requests, and problems within defined SLAs. 3. Utilize ITSM and ITAM tools to accurately log and track incidents, service requests, changes, and assets. 4. Collaborate with cross-functional teams to escalate and resolve complex technical issues. 5. Maintain a strong understanding of the organization\'s technology environment, applications, and systems. 6. Engage in incident management processes, ensuring timely resolution and effective communication with stakeholders. 7. Contribute to change management procedures by participating in reviewing, planning, and implementing changes to IT systems. 8. Support problem management efforts through root cause analysis and preventive measures implementation. 9. Document solutions, known issues, and troubleshooting steps in the knowledge base. 10. Communicate effectively in English, both written and spoken, to interact with users and colleagues. 11. Remain calm and productive under pressure while handling high call volumes and urgent technical issues. 12. Adapt to varying shift schedules to provide comprehensive coverage for the IT helpdesk. Qualifications: 1. A bachelor\'s degree in Information Technology or related field is preferred. 2. ITIL Foundation certification is required. 3. Proficiency in ITSM and ITAM tools, with hands-on experience in utilizing these tools for incident, change, and asset management. 4. Strong grasp of incident management, change management, and problem management concepts. 5. Excellent spoken English communication skills, with the ability to convey technical information clearly to non-technical users. 6. Proven ability to work effectively under pressure and handle high call volumes while maintaining a professional demeanor. 7. Quick thinking and adept troubleshooting skills to resolve technical issues efficiently. 8. Familiarity with Microsoft Office Suite tools including Excel, PowerPoint, and Word. 9. Willingness to learn and adapt to new technologies and methodologies. 10. Flexibility to work various shifts, including weekends and holidays, as required by the organization. Preferred Skills: 1. ITIL Intermediate certifications in relevant modules. 2. Previous experience in a helpdesk or technical support role. 3. Familiarity with remote desktop support tools. 4. Basic understanding of networking concepts

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