Help Desk Support Assistant

Reporting to the Systems Administrator Team Lead, The Help Desk Support Assistant will serve as the first line of defense in addressing and resolving user problems and inquiries This role acts as the central point where most business user issues are identified, logged, and tracked, ensuring timely support and effective escalation when necessary.

1. Provide first-line technical support to end-users, ensuring timely resolution of ICT service requests and incidents.
2. Log, track, and manage tickets through the Service Desk system in line with ITIL best practices.
3. Troubleshoot and resolve issues related to computers, printers, peripherals, and network connectivity.
4. Support and maintain Core Banking System operations and Microsoft Dynamics 365 Business Central, escalating complex issues as required.
5. Maintain accurate documentation of incidents, problems, and resolutions to support audit and compliance requirements.
6. Collaborate with ICT team members to ensure smooth operations and effective knowledge sharing.
7. Provide user training and guidance on ICT systems, applications, and security practices.
8. Monitor ICT systems proactively to identify and resolve potential issues before they impact operations.

1. Bachelor’s degree in Computer Science/Information Technology, or Diploma in ICT with at least 3 years’ relevant experience.
2. Relevant certifications such as ITIL, CompTIA A+/N+, LPIC-1, or CCNA.
3. Minimum 3 years’ experience in an ICT support or helpdesk role.
4. Working knowledge of Service Desk systems (e.g., ManageEngine ServiceDesk Plus, or equivalent).
5. Working knowledge of a Core Banking System is required.
6. Working knowledge of Microsoft Dynamics 365 Business Central will be an added advantage.
7. Demonstrated technical proficiency and willingness to learn new technologies.
8. Strong communication and interpersonal skills with a focus on teamwork.
9. Practical experience in troubleshooting computers, printers, and network operations