IT Support Officer / Helpdesk Analyst

Role DescriptionThe IT Support Officer / Helpdesk Analyst is responsible for providing effective technical support to users and ensuring the smooth operation of IT services and systems. The role involves responding to support requests, diagnosing and resolving hardware, software, network, and account-related issues, and providing clear guidance to users. Responsibilities include troubleshooting incidents, managing service requests, installing and configuring IT equipment, maintaining accurate support records, and escalating complex issues when required. The role also supports IT security, system maintenance, user access management, and continuous improvement of support processes to deliver reliable and responsive IT services.QualificationsDiploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.Strong understanding of IT hardware, software, operating systems, and basic networking concepts.Familiarity with Windows operating systems, Microsoft 365, email, printers, and common business applications.Knowledge of troubleshooting methodologies and IT service management practices.Ability to diagnose and resolve technical issues efficiently and systematically.Familiarity with helpdesk, ticketing, remote support, and asset management systems.Basic understanding of user account administration, access management, and IT security principles.Good knowledge of network troubleshooting, including TCP/IP, DNS, DHCP, Wi-Fi, and connectivity issues.Strong communication and interpersonal skills with a customer-focused approach.Excellent problem-solving skills and attention to detail.Ability to prioritize and manage multiple support requests effectively.Willingness to learn new technologies and adapt to changing IT environments.