Help Desk, IT

Date:  May 17, 2023

Head Quarter, Head Quarter

Department:  Information Technology


The Help Desk Executive is responsible for providing technical assistance and support related to computer systems, hardware, or software. He / She Provides user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action, respond to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Key Accountabilities

•    Respond to requests for technical assistance in person, via phone, chat or email
•    Serve as the first point of contact for business users seeking technical assistance over the phone or email
•    Perform remote troubleshooting through diagnostic techniques, and pertinent questions
•    Diagnose and resolve technical hardware and software issues, & determine the best solution based on the issue and details provided by business users
•    Research questions using available information resources
•    Walk the business users through the problem-solving process, and follow up with customers and users to ensure complete resolution of issues
•    Direct unresolved issues to the next level of support personnel
•    Provide accurate information on IT products or services
•    Record events and problems and their resolution in logs
•    Follow-up and update business user’s status and information
•    Pass on any feedback or suggestions by business users to the appropriate internal team
•    Identify and suggest possible improvements on procedures
•    Follow standard help desk procedures & administer help desk software
•    Identify and escalate situations requiring urgent attention
•    Inform management of recurring problems
•    Stay current with system information, changes and updates
•    Help update training manuals for new and revised software and hardware
•    Train computer users as necessary


Strategy & Business Planning

Budget & Plans

Policies , systems processes & procedures

•    Follow all relevant departmental policies, processes and procedures so that work is carried out in a controlled and consistent manner while delivering a world-class service.
•    Contribute in cost-efficient usage of all applicable resources to reduce wastage and unnecessary expense.


HSE & Risk Management

•    Adhere to all relevant QHSSE procedures, instructions and controls so that City Edge provides a safe, world class, secure and environmentally responsible service to customers, the public and its own people.

Change Management

Continuous Improvements

People management

Working Conditions

Necessary Experience

•    4-6 years of related experience of which a minimum of 2 years should be in a similar position / responsibility, preferably in a similar Industry.
•    Working knowledge of fundamental operations of relevant software, hardware and other equipment
•    Experience researching, analyzing and interpreting automated system problems
•    knowledge of relevant call tracking applications
•    knowledge and experience of customer service practices
•    Related experience and training in troubleshooting and providing help desk support


Education Requirements

•    Graduation in fields related to Computer Science