IT Helpdesk

**Key Responsibilities**:
Evaluate the urgency and severity of each request and assign tickets to the appropriate technical personnel.

Monitor the progress of open tickets and follow up with technicians to ensure timely resolution.

Escalate urgent or high-priority issues to management as needed.

Maintain accurate records of all support requests and their status.

Communicate with clients to provide updates on the status of their tickets and obtain additional information if necessary.

Identify recurring issues and collaborate with the technical team to implement permanent solutions.

Assist with documentation and knowledge base maintenance.

**Qualifications**:
Previous experience in a similar role, preferably in an IT support environment.

Strong understanding of IT systems and terminology.

Excellent communication skills, both verbal and written.

Ability to prioritize and multitask in a fast-paced environment.

Familiarity with ticketing systems and help desk software.

Attention to detail and a commitment to accuracy.

Ability to remain calm and professional under pressure.

IT certifications (e.g., CompTIA A+, ITIL) are a plus.

**Benefits**:

- Work from home

Day range:

- Monday to Friday

Shift:

- Night shift

**Experience**:

- total work: 1 year (preferred)

Work Location: In person