Senior – Helpdesk Support

Job DescriptionThe Senior– Helpdesk Support provides advanced technical support to end-users and handles escalated issues that require deeper troubleshooting.

This role ensures efficient resolution of incidents, supports junior staff, and contributes to maintaining high service standards within the helpdesk function.

Job Specification

• Education: Bachelor’s degree in IT, Computer Science, or related field
• Experience: 2–4 years in helpdesk or IT support roles
• Certifications (preferred): o ITIL Foundation o Microsoft endpoint or support-related certificationsTechnical Skills
• Strong knowledge of: Windows OS, Office 365, and endpoint troubleshooting o User account management (Active Directory, permissions) o Basic networking (LAN/WAN, VPN, connectivity issues)
• Experience with: o Ticketing systems and remote support tools o Software installation, patching, and endpoint securitySoft Skills
• Analytical thinking and troubleshooting ability
• Strong communication and user-handling skills
• Ability to work under pressure and prioritize tasks
• Team collaborationDuties
• Resolve advanced user issues and escalations from junior staff
• Assist in onboarding/offboarding processes (user setup, access)
• Contribute to knowledge base and documentation
• Coordinate with Lead and infrastructure teams when required Responsibilities
• Ensure efficient resolution of incidents within SLA targets
• Provide guidance and support to junior helpdesk staff
• Maintain accurate documentation of issues and solutions
• Support compliance with IT security and operational policies Contribute to improving helpdesk processes and workflows.