Responsibilities

Detail-oriented and customer-focused Helpdesk Analyst to provide first-level technical support to end users.
Responsible for diagnosing, troubleshooting, and resolving software-related issues efficiently while maintaining a high level of customer satisfaction. involves escalating incidents to L2/L3 support teams when required.
Serve as the first point of contact for users seeking technical assistance via email or the ticketing system.
Provide application support based on project FAQs and established support documentation.
Diagnose and resolve common software and application-related issues in a timely manner.
Escalate unresolved or complex issues to L2/L3 IT support teams as necessary.
Log, track, and manage incidents using the helpdesk/ticketing system, ensuring accurate documentation and timely resolution.
Assist in maintaining IT support documentation, FAQs, and user guides.

Requirements

Minimum of 1 year of experience in a technical support or helpdesk role.
Familiarity with helpdesk or ticketing systems (e.g., ServiceNow, JIRA).
Excellent problem-solving, communication, and interpersonal skills.
Ability to work independently and prioritize multiple tasks in a fast-paced environment.
Strong customer service orientation with a user-centric mindset.

Shortlisted candidates will be offered a 1 Year agency contract employment.