Helpdesk Support

Helpdesk Support Job Description Template

Our company is looking for a Helpdesk Support to join our team.


  • Accurate logging of helpdesk submissions into the IT Group’s Service Desk tool along with full notes of actions taken;
  • Administration of general IT activities, including documentation and procurement;
  • Other tasks as directed by the Service Delivery Manager/Head of IT;
  • Continued development of SOP’s for ‘quick win’ solutions where tickets can be resolved before escalation;
  • Receive calls from users in relation to any technical incident or query;
  • Monitoring of Service Desk email systems and phones – Taking calls to the Group’s DDI;
  • Regular review of escalated tickets to ensure they are maintaining Service Level Agreements (SLA’s).


  • Good analytical and problem solving skills;
  • Able to demonstrate company mindsets; accountability, one team, customers and projects rule and audacity;
  • Network troubleshooting and troubleshooting;
  • Strong communications/telephone skills;
  • Ability to work under pressure;
  • Knowledge of Windows operating system;
  • Support tickets and helpdesk;
  • Server Maintenance;
  • Ability to work in a team environment;
  • Active Directory;
  • Office 365;
  • PC maintenance;
  • Windows 10;
  • Knowledge of the Microsoft Office suite, primarily Word/Excel/Outlook;
  • Excellent customer service skills.