Jr Helpdesk Analyst
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Industry ICT / Telecommunication Founded N / A Type N / A Website N / A Address
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About the Role
- We are looking for a Junior Help Desk Analyst to join our IT team. In this role, you will provide on-site and remote technical support, ensuring the optimal performance of hardware, software, and IT services across the organization. You will act as a key point of contact for users, troubleshooting technical issues, managing IT assets, and delivering an excellent support experience.
Key Responsibilities
- Provide on-site and remote technical support for hardware, software, and IT infrastructure.
- Install, configure, and maintain operating systems, drivers, Office 365, VPNs, VoIP solutions, and endpoint management tools.
- Prepare and deploy computers with required business and security configurations, including BitLocker, Endpoint Detection & Response (EDR), .NET Framework, Java, and network settings.
- Troubleshoot and resolve hardware, software, network, peripheral, and connectivity issues.
- Diagnose network-related incidents using monitoring tools and troubleshooting methodologies based on the OSI model.
- Manage and maintain accurate records of IT asset assignments and inventory.
- Support workstation moves, installations, and equipment deployment according to business requirements.
- Ensure timely documentation, tracking, and resolution of incidents and requests through the ITSM platform following established procedures.
- Serve as the primary IT point of contact for assigned branches, departments, or accounts.
- Provide remote assistance to employees, customers, and executive stakeholders through chat, phone, and other approved communication channels.
- Collaborate with IT teams to improve service delivery and user satisfaction.
Qualifications & Technical Skills
- Experience providing technical support in a Help Desk, Service Desk, or IT Support environment.
- Knowledge of Windows operating systems, Office 365, networking fundamentals, VPNs, and VoIP technologies.
- Experience with computer imaging, deployment, and endpoint management tools.
- Understanding of IT asset management and inventory control.
- Familiarity with cybersecurity tools such as BitLocker and Endpoint Detection & Response (EDR).
- Basic knowledge of .NET Framework and Java installation/configuration.
- Ability to diagnose and troubleshoot network issues using OSI model concepts.
- Experience working with ITSM ticketing systems.
Soft Skills
- Strong customer service orientation.
- Excellent verbal and written communication skills.
- Problem-solving and analytical thinking.
- Ability to work independently and manage multiple priorities.
- Strong organizational skills and attention to detail.
- Team player with a proactive mindset.