About the Role" Job Title: Support Desk Executive / IT Helpdesk Specialist "Responsibilities" - Serve as the first line of support for incoming technical queries via phone, email, or ticketing system. - Diagnose and resolve basic hardware, software, and network issues. - Escalate complex problems to the appropriate technical teams while maintaining ownership until resolution. - Track, prioritize, and document all support requests in the ticketing system. - Provide step-by-step assistance and training to users on common issues. - Monitor system performance and report recurring issues to the IT team. - Ensure adherence to SLA timelines and quality standards. - Maintain knowledge base articles, FAQs, and user guides to assist with common issues.
"Required Skills" - Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience). - 1–3 years of experience in a support/helpdesk role. - Strong knowledge of Windows/Linux/Mac OS environments. - Familiarity with networking fundamentals, Microsoft Office Suite, and common enterprise applications. - Excellent communication, problem-solving, and customer service skills. - Ability to work in shifts and handle high-pressure situations.
"Desirable Skills" - Experience with ticketing tools (e.g., ServiceNow, Jira, Zendesk, Freshdesk). - Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified). "Education Qualification" - Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience). "Work Environment" - Office-based/Hybrid/Remote depending on company policy. - May require weekend or on-call support as per business needs.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Ascendion is a company that provides software engineering solutions.