IT Helpdesk Clerk

Job description

Key Responsibilities
• Answer and direct incoming IT support calls and emails.
• Create and manage service cases in the ticketing system.
• Provide basic troubleshooting for common IT issues (e.g., password resets, connectivity problems).
• Escalate more complex technical issues to the appropriate IT teams.
• Assist with minimal hands-on IT tasks, such as setting up workstations or peripherals.
• Perform clerical and administrative duties, including data entry, maintaining IT inventory records, and organizing documents.
• Schedule IT-related appointments and coordinate meetings.
• Assist with procurement and tracking of IT supplies and equipment.
• Maintain documentation of common support issues and resolutions.

Qualifications
• Strong customer service and communication skills.
• Basic understanding of IT systems, hardware, and software.
• Experience with ticketing systems and service desk operations is a plus.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to multitask, prioritize requests efficiently, and stay organized.
• Problem-solving mindset with attention to detail.