Role Description
The Help Desk Technician / Service Desk Analyst / End User Support Specialist helps employees resolve technology issues and access business systems. Responsibilities include handling support requests, diagnosing faults, documenting solutions, managing tickets, and escalating complex incidents.
The Help Desk Technician provides initial troubleshooting. The Service Desk Analyst categorises requests, assesses business impact, and coordinates resolution, while the End User Support Specialist provides hands-on and remote assistance with devices, applications, account access, and workplace technology.
Qualifications
Diploma or relevant training in Information Technology, Computer Science, or a related field, or equivalent practical experience.
Experience in technical support, customer service, service desk, or desktop support is advantageous.
Knowledge of desktop operating systems, productivity applications, hardware, and peripherals.
Understanding of basic networking, Wi-Fi, VPN connectivity, and account access.
Ability to diagnose common issues and explain solutions clearly to users.
Familiarity with ticketing systems, remote support tools, and knowledge bases.
Strong customer-service skills, patience, and attention to accurate documentation.
For help desk positions, ability to follow troubleshooting procedures and recognise when escalation is needed.
For service desk positions, ability to prioritise incidents, track service commitments, and coordinate updates.
For end user support positions, experience configuring devices, installing software, and supporting employee onboarding and offboarding.

Help Desk Technician / Service Desk Analyst / End User Support Specialist

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