IT Support/Help Desk

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Helpdesk professionals (or IT Support staff) are usually the first point of contact for either external clients or internal customers who require help with problems or queries regarding technical issues.

A member of IT Support (the helpdesk) has to:

  • provide support to end users either over the phone, internet or in person, and solve their computing problems in a timely manner
  • monitor equipment for errors or stoppages and take remedial action
  • troubleshoot difficult or unusual situations
  • undertake back-up and recovery activities
  • perform routine maintenance and cleaning of equipment
  • document and review processes and procedures
  • attend relevant product and skill courses