IT Helpdesk Officer

Job Summary

We are seeking a proactive and customer-oriented IT Helpdesk to support our internal team. The ideal candidate will have strong technical expertise, excellent communication skills, and a service mindset to support end-users across various IT-related needs.

Key Responsibilities

· Provide first-level support for IT incidents and service requests via ServiceNow.

· Manage and resolve incident tickets efficiently, ensuring timely follow-up and closure.

· Handle vulnerability management tasks and coordinate with relevant teams for remediation.

· Deliver VIP support with professionalism and discretion.

· Facilitate new joiner onboarding, including account creation and onboarding introduction.

· Manage offboarding processes, including asset collection (laptops, mobile devices).

· Guide users through lost device reporting and replacement procedures.

· Provision software and licenses as per user and business requirements.

· Handle device loan requests, including recloning of loan laptops.

· Issue and track peripheral loan items (e.g., mouse, keyboard, adapters).

· Process USB exception requests, VPN disablement, and Cloud PC provisioning.

· Maintain accurate documentation and asset records.

· Collaborate with other IT teams to ensure smooth service delivery.

Requirements

· Minimum 3 years of experience in IT Helpdesk or technical support roles.

· Proficient in using ServiceNow or similar ITSM platforms.

· Familiarity with vulnerability management practices.

· Fast learner with the ability to pick up new systems and processes quickly.

· Excellent communication and interpersonal skills.

· Strong customer service orientation and ability to handle VIP users with tact.

· Team player with a proactive attitude and attention to detail.

Preferred Qualifications

· ITIL Foundation certification or equivalent (optional but advantageous).

· Experience in a corporate IT environment.

Note - 12 month contract renewable