Help Desk Technician

Respond to IT-related inquiries submitted via email or other approved communication channels.

• Create, manage, and update support tickets in the organization’s ITSM system.

• Provide Tier 1 support, including basic troubleshooting, account and access assistance, password resets, and user navigation guidance.

• Escalate issues beyond Tier 1 scope to Tier 2 staff or designated technical teams.

• Maintain clear and accurate documentation of all interactions, troubleshooting steps, and resolutions within the ITSM platform.

Objectives

• Ensure timely, accurate, and customer-focused support for all IT users.

• Improve user satisfaction through effective remote support and clear communication.

• Support organizational IT standards, processes, and security requirements.

• Serve as the first point of contact for IT support, manage all assigned tickets and escalate appropriately

Compliance & Confidentiality

The helpdesk professional must comply with all organizational security, privacy, and

data protection policies. Confidentiality of user information and system data must be always maintained.