IT Help Desk Specialist

Role Purpose

The IT Help Desk Specialist (Tier 1) acts as the first point of contact for all IT incidents and service requests. The role focuses on initial triage, basic troubleshooting, ticket management, and ensuring efficient escalation to Tier 2 or IT Operations as required. This position supports 24x7 operations as part of the IT Operations Centre (ITOC).

Key Accountabilities

Incident & Request Management

• Act as single point of contact for all incoming incidents and requests.
• Handle inbound IT Hotline support calls, providing first-level assistance, logging tickets, and ensuring timely routing or escalation.
• Log, categorize, update, and close tickets accurately.
• Acknowledge all tickets within 15 minutes.
• Obtain necessary approvals for Service Requests based on defined workflows and ensure requests progress smoothly through the approval process.
• Identify recurring issues and flag them to the Manager/Team Leads to support service improvement.
• Vet cases and escalate appropriately to Tier 2 or IT Service Operations.
• Coordinate with users for follow-up and closure.

First Level Support

• Provide basic troubleshooting for Windows OS, laptops, and desktops.
• Support MS Office applications including Outlook.
• Assist with user account management.
• Handle and resolve asset-related requests within Tier 1 scope.

Shift Requirements

• Rotational shifts.
• 5 working days per week. Support 24x7 operations as part of ITOC.

Candidate Profile

A detail-oriented professional with strong communication, basic technical troubleshooting capability, and the ability to work under a structured service desk environment. Adaptable, process-driven, and willing to learn new technologies.

Technical Skills

• Basic troubleshooting of Windows OS - (User login issues, profile corruption, driver issues, startup/boot issues, patch/updates, device settings)
• MS Office & Outlook support - (Outlook related repair/issues, Teams, Office app performance issues)
• User account and identity management basics - (On-prem/Entra Active Directory user disable/reset/administration basics, password resets, MFA assistance, group membership updates)
• Knowledge of ticketing systems - (Experience with platforms such as Jira Service Management (JSM), ServiceNow, or similar ITSM tools-ticket logging, categorisation, SLA awareness)
• Understanding of ITIL concepts (advantage) - (Incident, Request, Problem, and Change basics; understanding of SLAs, priority, impact, urgency)
• Basic hardware and peripheral troubleshooting - (Laptops, desktops, docking stations, monitors, keyboards/mice, printers, network connectivity)
• Network fundamentals (Tier 1 level) - (Basic understanding of Wi-Fi/Ethernet, IP basics, VPN connectivity troubleshooting, remote access support)
• Endpoint security basics - (Antivirus status checks, quarantine handling, device compliance monitoring)
• SaaS and collaboration tools support - (Basic troubleshooting for Teams, SharePoint access issues, OneDrive sync issues)
• Asset and inventory management basics - (Checking device status, updating asset records in Asset Management systems)

Certifications (advantage)

• ITIL Foundation
• CompTIA A+
• Microsoft Fundamentals Certifications

Mindset & OneGP Behaviours

• Curious, investigative, and solutions-oriented mindset. Outcomes focused.
• Commitment to continuous learning and embracing new technologies.
• Strong internal service focus and collaborative teamwork ethos.
• Proactive, accountable, and able to work independently while contributing to shared team goals.
• Demonstratable sense of urgency and ownership

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