IT Helpdesk Support

Job Summary Provide first-line IT support and troubleshooting for hardware, software, systems, servers, and network issues. Monitor and maintain IT infrastructure to ensure service availability and SLA compliance. Manage support tickets, perform routine maintenance, and assist with system upgrades and improvements. Responsibilities Provide first-line IT support and troubleshoot hardware, software, systems, servers, and network-related issues to ensure timely resolution Monitor IT systems and infrastructure to maintain service availability and compliance with SLA requirements Respond to incidents and service requests by performing basic repairs and coordinating escalations when necessary Perform routine IT operations including system monitoring, patching, backups, health checks, and tape rotation in data centres Support and maintain servers, network devices, firewalls, and security systems to ensure operational stability Carry out Install, Move, Add, and Change (IMAC) activities for end-user devices and IT equipment to support business needs Create, update, and manage support tickets with accurate documentation to track issue resolution progress Assist with system implementations, upgrades, preventive maintenance, and continuous improvement initiatives to enhance IT services Liaise with customers, vendors, and internal technical teams to resolve operational and technical issues efficiently Prepare and maintain technical documentation, procedures, and simple Method of Procedure (MOP) documents for IT processes Participate in rotational standby support and provide IT support during weekends, public holidays, and after office hours as required Required competencies and certifications Minimum 2 years of experience in IT support, helpdesk, IT operations, infrastructure maintenance, or related field Higher NITEC, Diploma, or equivalent qualification in IT, Electronics, Engineering, or related discipline Knowledge of Windows environments, basic server administration, net…