Job description for IT Helpdesk Admin at Talent Tech
Qualifications:
- Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
- Minimum 1 year of experience as a Helpdesk, Service Desk, or IT Support Administrator. Females are preferred.
- Strong communication, analytical, and problem-solving skill.
- Experience with ticketing systems and SLA management.
- Ability to provide remote support and basic troubleshooting.
Key Responsibilities:
- Receive and handle support requests from Head Office and Site users.
- Create, manage, and resolve support tickets in accordance with established procedures.
- Perform initial analysis and troubleshooting of reported issues.
- Provide remote support to assist users in resolving technical problems.
- Monitor and ensure SLA Response Time is maintained within 1 hour.
- Monitor and ensure SLA Resolution Time is achieved within 48 hours.
- Create and maintain Knowledge Base documentation for new issues that have not been previously documented.
- Document incidents, resolutions, and support activities accurately.
