IT Support Officer / Helpdesk Analyst

Role DescriptionThe IT Support Officer / Helpdesk Analyst is responsible for providing timely and effective technical support to users, ensuring that IT systems, devices, applications, and services operate reliably and efficiently. The role serves as a key point of contact for resolving technical issues, responding to support requests, and assisting users with day-to-day technology requirements.Key responsibilities include receiving, logging, prioritizing, troubleshooting, and resolving IT incidents and service requests through appropriate support channels. The role involves diagnosing hardware, software, network, connectivity, account, access, and application-related issues, escalating complex problems when required, and ensuring that issues are followed through to resolution.The IT Support Officer / Helpdesk Analyst will also assist with user account administration, device configuration, software installation, system updates, IT asset management, and basic security procedures. The role requires accurate documentation of incidents, solutions, procedures, and technical information while maintaining appropriate service standards and user confidentiality.The successful candidate should demonstrate strong technical troubleshooting skills, patience, customer service awareness, and the ability to explain technical information clearly to users with different levels of technical knowledge. A proactive approach to identifying recurring issues and improving support processes is highly valued.QualificationsDiploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline.Strong understanding of computer hardware, operating systems, software applications, networking, and IT support fundamentals.Ability to diagnose and troubleshoot hardware, software, connectivity, printing, account, access, and application issues.Familiarity with Windows, Microsoft 365, common business applications, and basic network troubleshooting.Knowledge of user account management, password policies, access controls, software deployment, and IT asset management.Understanding of IT service management principles, ticketing systems, incident management, and service request processes.Familiarity with basic cybersecurity practices, endpoint security, data protection, and information security principles.Strong analytical and problem-solving abilities with a systematic approach to troubleshooting.Excellent communication and interpersonal skills, with a strong customer service orientation.Ability to explain technical issues and solutions clearly to non-technical users.Strong documentation, organizational, and time-management skills.Ability to prioritize multiple support requests according to urgency and business impact.Proficiency in relevant IT support tools, remote support platforms, and helpdesk or ticketing systems.Proactive, patient, reliable, and committed to delivering efficient and professional technical support.