Help Desk Specialist

Job Description

• Respond to IT issues and requests in a timely and professional manner.
• Record, resolve, and escalate tickets and calls as appropriate to ensure smooth operation of implemented systems and services.
• Install configure and roll out systems, laptops, PC, and printers.
• Ensure that the helpdesk operates effectively so that Service Level Agreements are met.
• Monitor and report on service level achievement against targets.
• Perform daily system maintenance activities to ensure the proper operation and security of the different IT systems, including but not limited to user management, system backup, laptop setup, print service management, passive network maintenance, server room maintenance, UPS, and cooling system monitoring, and system health checks.
• Documenting and maintaining records of helpdesk requests, incidents, and solutions.
• Develop a detailed understanding of the company plan and business objectives.
• Establish strong work relationships with the staff, external suppliers, colleagues, and business partners.
• Ensure compliance with IT strategy and standards as applicable to Goldiran customers.
• Install and troubleshoot devices such as printers, scanners, access points, etc.