Job Description

We are seeking a proactive and customer-focused Helpdesk Associate to provide first-level technical support to end users. The ideal candidate will be responsible for handling helpdesk tickets, troubleshooting technical issues, and managing user accounts within the organization. This role requires strong communication skills, technical expertise, and a commitment to delivering high-quality support.

Key Responsibilities

• Provide first-level support by handling and resolving helpdesk tickets within defined SLAs

• Troubleshoot and resolve issues related to Windows 11, software applications, and system access

• Install, configure, and maintain software applications on user systems

• Diagnose and resolve VPN connectivity issues

• Provide support for Microsoft Office applications (Outlook, Teams, Word, Excel, etc.)

• Manage user accounts, including:

  • User account creation and provisioning

  • Mailbox setup and configuration

  • License assignment and management

  • Account termination and de-licensing

• Maintain accurate documentation of incidents, requests, and resolutions in the ITSM tool

• Escalate complex issues to appropriate teams when necessary

• Ensure adherence to IT policies, security standards, and compliance requirements

• Provide excellent customer service and maintain effective communication with users

Required Skills & Qualifications

• 2–4 years of experience in IT Helpdesk or Desktop Support

• Strong knowledge of Windows 11 OS and troubleshooting

• Experience with software installation and configuration

• Hands-on experience with VPN troubleshooting

• Good understanding of Microsoft Office 365 / Microsoft 365 applications

• Experience with user account management and identity administration

• Familiarity with ITSM tools

• Strong problem-solving and analytical skills

• Excellent verbal and written communication skills

Preferred Qualifications

• Experience with Active Directory / Microsoft Entra ID (Azure AD)

• Basic knowledge of networking concepts

• ITIL Foundation certification or familiarity with ITIL practices

Work Environment

• Willingness to work in shifts (if required)

• Ability to support remote and on-site users

Key Competencies

• Customer-centric mindset

• Ability to multitask and prioritize effectively

• Attention to detail

• Team collaboration and accountability