IT Helpdesk Executive

• Log, categorize, prioritize, track and resolve IT incidents and service requests in the IT service management tool, escalating when required to achieve timely resolution against agreed SLAs. • Provide first-contact support to business users, communicate ticket progress clearly, follow up on resolutions and collect feedback to maintain customer satisfaction. • Coordinate with other IT teams, business partners, project teams and vendors to resolve complex issues and support IT projects and service delivery activities. • Develop, update and share accurate knowledge base articles, troubleshooting guides and ticket records to improve support consistency and operational effectiveness. • Follow company policies, procedures and information security standards, protecting confidential information and supporting compliance in all service desk activities. • Bachelor’s degree in Computer Science, Information Technology or a related field. • Relevant certifications (e.g. CompTIA Network+, Apple Certified Support Professional or ITIL Foundation) are advantageous. • At least 2–3 years of experience in an IT service desk or helpdesk environment, including experience in a similar support role. • Experience working both independently and collaboratively within a team. • Incident and service request management, ticket logging, prioritisation, escalation and SLA awareness. • First-line troubleshooting and application support; knowledge base maintenance. • Clear verbal and written communication with non-technical users. • Problem-solving, critical thinking, time management, prioritisation and adaptability. • Familiarity with ITIL practices and IT service management principles (preferred). • Familiarity with ITIL/ITSM processes and company information security procedures. • Relevant technical or service management certifications are advantageous; no mandatory prior training is specified in the source profile.