Helpdesk Specialist

JOB PURPOSE The Helpdesk Specialist will play a critical role in ensuring the smooth operation and optimization of IT systems and support services within the organization The individual will be responsible for managing and resolving ITrelated issues maintaining IT assets and collaborating with internal and external teams to meet organizational IT needs effectively KEY RESULTS AREAS DELIVERABLES AND KEY ACTIVITIES HELPDESK SUPPORT ISSUE RESOLUTION Provide efficient and effective support to resolve ITrelated issues ensuring minimal disruption to business operations Respond promptly to IT queries from staff via email phone or inperson ensuring all support requests are logged and tracked Offer comprehensive remote and onsite technical assistance including diagnosing hardware and software problems Prioritize IT concerns based on urgency and organizational impact escalating complex or critical issues to higherlevel support teams when necessary Maintain timely updates and clear communication with users throughout the resolution process ensuring customer satisfaction Continuously evaluate common support issues to identify trends and implement proactive measures to reduce recurring problems MAINTENANCE OPTIMIZATION Ensure the reliability security and efficiency of IT systems through regular maintenance and performance enhancements Conduct daily weekly and monthly checks on server performance and system health to identify potential issues before they escalate Perform system installations software updates and hardware replacements to maintain optimal performance Implement security measures including firewalls antivirus software and access controls to protect organizational data Analyze system performance metrics and collaborate with relevant teams to develop strategies for optimizing IT infrastructure and preventing bottlenecks Document and implement backup and recovery procedures to ensure data integrity and minimize downtime ASSET DOCUMENTATION MANAGEMENT Maintain comprehensive records and management of IT assets to ensure accountability and efficient resource utilization Develop and maintain an uptodate inventory of IT assets including tracking device lifecycles warranties and software licenses Oversee the procurement deployment and decommissioning of IT equipment in compliance with organizational policies and budgets Create detailed procedural documentation for common IT tasks ensuring ease of use for other team members and stakeholders Generate regular reports on asset utilization support trends and system performance to support informed decisionmaking by leadership COLLABORATION COMMUNICATION Work collaboratively across departments and with external teams to meet organizational IT needs and enhance user satisfaction Act as the primary point of contact between the IT department and external vendors or service providers for issue resolution and service improvements Liaise with the ACS team and other internal departments to identify and address specific IT needs and implement system enhancements Organize and lead training sessions or workshops to ensure staff are equipped to use IT systems effectively and safely Provide ongoing support to project teams requiring IT input ensuring alignment with organizational goals and timelines CONTINUOUS LEARNING TECHNOLOGY ADVANCEMENT Continuously enhance knowledge of emerging technologies to ensure the organization s IT infrastructure remains cuttingedge Monitor trends in IT and related industries identifying tools and technologies that could enhance organizational efficiency Test and evaluate new software or hardware solutions preparing detailed recommendations for adoption Share insights and advancements with team members encouraging the adoption of best practices and innovative approaches Maintain certifications and participate in professional development opportunities to ensure uptodate expertise AD HOC ACTIVITY Provide flexible support by addressing additional tasks and assisting teammates as needed Address additional instructions or requests from the Line Manager in a timely and effective manner Provide support to teammates while maintaining individual responsibilities