Helpdesk Officer

Job Description

The duties and responsibilities of Helpdesk Officer include but is not limited to:

1. Provide technical assistance to users, include hardware and software issue.

• Provide first-level support for hardware, software, and network issues;
• Respond to helpdesk tickets, emails, chat, and phone calls,… in a timely manner;
• Troubleshoot and resolve technical issues related to computers, printers, and other IT equipment.

2. Receiving support requests related to the services of the IT Department from the other departments, includes:

• Install and allocate Information Technology equipment;
• Handling IT requests from departments;
• Meeting, Trial lecture, Event support in IT tasks;
• Troubleshooting at workstations.(LAN, Wifi, Hardware, Software, Printing, IP Phone);
• Consulting on configuration and informatics equipment;
• Information Technology equipment management;
• Ensure security mode, avoid viruses, prevent data loss;
• Planning to update patches for terminals (patching management);
• View log file on workstation operating system (Windows).

Job Requirement

1. Qualifications: 

• Bachelor's degree in computer science, information technology or a related field;
• Preferred certifications ( IT Service desk Professional, ITIL, CCNA, MCSA, LPI, ...) 

2. Experiences: 

• At least 2 years of experience in a technical support role or equivalent position;
• Experience in an academic or educational environment is a plus;
• Familiar with Windows 7, 8, 10, 11, MacOS, Microsoft Sharepoint, Microsoft Office 365, Google Worksapce, Zoom, WebEx...

3. Knowledge

• Knowledge on helpdesk procedure;
• Working knowledge and expertise with a variety of software, hardware, and applications;
• Very good knowledge and experience in the administration and operation of systems, networks and cloud;
• Good Knowledge of security standards and communication.

4. Skills

• Analytical skills to study problems and records and identify solutions;
• Being able to multi-task and establish priorities;
• Good problem-solver with outstanding analytical skills;
• Maintain the composure under pressure to calmly find solutions;
• Good and solid communication skills to clearly convey information to staff.

5. Behaviours required

• Willingness to solve complicated problems and see projects through to completion;
• Ability to work overtime;
• Ability to be self-confident in an international working environment.