Service Desk Tier 1 – Junior Helpdesk Support

About the role

The Junior Helpdesk Support position provides first‑line assistance to employees facing basic technology issues. Ideal for candidates with up to four years of experience, this role involves operating a service desk, configuring software, and delivering courteous user support.

Key responsibilities

• Respond to user requests for assistance with computers, software, and internet connectivity.
• Troubleshoot and resolve issues related to Microsoft 365, Dell hardware, and video‑meeting equipment.
• Escalate complex problems to senior team members or external support providers.
• Log and track tickets using the helpdesk platform, ensuring accurate documentation.
• Manage user accounts and password resets as directed.
• Assist in setting up, maintaining, and using HelpDesk and online user applications.
• Document common solutions for future reference.
• Communicate status updates clearly and politely to users.
• Monitor systems to identify and report potential issues early.
• Collaborate with other IT team members to learn and address more advanced problems.

Required profile

• Strong problem‑solving ability to diagnose end‑user issues quickly.
• Customer‑centric mindset with excellent communication skills.
• High attention to detail for accurate ticket handling and documentation.
• Team player capable of working with global and cross‑functional teams.
• Adaptable to a fast‑paced, high‑pressure environment with shifting priorities.
• Proactive attitude to anticipate and prevent potential problems.

Required skills

• Microsoft 365
• Dell computers
• Video meeting (conferencing) equipment
• Helpdesk ticketing software