IT Support Officer / Helpdesk Analyst

We are looking for an IT Support Officer / Helpdesk Analyst to provide reliable and responsive technical support to users and ensure the smooth operation of day-to-day IT services.

You will serve as a key point of contact for technical issues, assisting users with hardware, software, network, account, and system-related requests.

You will receive, record, prioritize, and resolve support tickets through established helpdesk procedures.

The role includes diagnosing technical problems, guiding users through troubleshooting steps, configuring and maintaining computers and peripherals, and escalating complex issues to the appropriate technical teams or service providers.

You will support user accounts, access permissions, password resets, software installations, device configuration, and basic network connectivity.

You will also assist with system updates, security controls, backups, asset records, and IT documentation to help maintain a secure and reliable technology environment.

You will monitor recurring issues, identify opportunities to improve support processes, and contribute to knowledge bases, user guides, and standard operating procedures.

Strong customer service, clear communication, structured troubleshooting, and a proactive approach to problem-solving are essential for this role.