Help Desk Technician

Info Resume Edge - GCC; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the Information Technology industry is looking for a reliable Help Desk Technician. The ideal candidate will provide technical support to end-users, troubleshoot issues, and ensure timely resolution to maintain productivity. This full-time role requires strong communication and problem-solving skills, along with a relevant degree or equivalent experience.

Qualifications

• 1-3 years of experience in a help desk or technical support role.
• Strong knowledge of computer systems and mobile devices.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance.
• Diagnose and resolve software, hardware, and network issues.
• Document processes and contribute to support knowledge bases.

Skills

Troubleshooting

Communication

Problem Solving

Education

Associate or Bachelor's degree in Computer Science

Tools

ServiceNow

Zendesk

Jira

Job description

Join to apply for the Help Desk Technician role at Info Resume Edge - GCC.

We are seeking a reliable and customer-focused Help Desk Technician to provide technical assistance and support to end-users experiencing IT-related issues. The ideal candidate will troubleshoot software, hardware, and networking problems, ensuring timely resolution to minimize disruption and maintain productivity.

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or in person.
• Diagnose and resolve software, hardware, printer, and network issues.
• Install, configure, and maintain computer systems and applications.
• Provide support for Windows, macOS, and Microsoft Office suite.
• Escalate unresolved issues to higher-level support or system administrators.
• Maintain records of issues and solutions using ticketing systems (e.g., ServiceNow, Zendesk, or Jira).
• Guide users through step-by-step solutions and provide IT orientation to new employees.
• Perform routine system maintenance and upgrades.
• Follow up with users to ensure issues are resolved and provide excellent customer service.
• Document processes and contribute to support knowledge bases and manuals.

Requirements:

• Associate or Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Typically, 1-3 years of experience in a help desk or technical support role (the original states 12 years, which seems inconsistent; assuming a typo).
• Strong knowledge of computer systems, mobile devices, and other tech products.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with remote desktop applications and help desk software.
• Strong interpersonal and communication skills.
• Ability to work independently and collaboratively in a team environment.
• A+ Certification or similar IT certifications (preferred).

Preferred Skills:

Senior level experience is preferred.

Employment details:

• Full-time
• Mid-Senior level
• Information Technology industry