IT Helpdesk & Business Support at Interswitch

Job Purpose

• The IT Helpdesk and Business Support role is designed to provide comprehensive technical assistance and support to end-users within the organization.
• This position involves managing and resolving software and hardware issues, supporting business operations, and ensuring the smooth functioning of IT systems.

Key Responsibilities
IT Helpdesk Support:

• Technical Support: Provide first-line technical support to users by diagnosing and resolving hardware, software, and network-related issues.
• Incident Management: Log and track incidents and requests using the IT service management system, ensuring timely and accurate resolution.
• System Maintenance: Perform routine maintenance and updates on computers, servers, network equipment, and printers to ensure optimal performance.
• Software Installation: Install, configure, and maintain software applications and operating systems for end-users.
• Administration for M365, Teams, and Outlook, ensuring security and compliance.
• Install, configure, and maintain computer systems, printers, and peripheral devices.
• Monitor and ensure proper functioning of IT infrastructure, including internet connectivity, VPNs, and cloud services.
• Escalate complex issues to senior IT staff or external vendors when necessary.
• Document IT support requests, resolutions, and recurring issues in the helpdesk system.
• Administration of Cisco Devices: Manage, configure, and administer Cisco devices to ensure network stability and security.

Business Support:

• Business Support: Assist in the implementation and support of business applications, providing training and guidance to users.
• Documentation: Create and maintain comprehensive documentation for helpdesk procedures, troubleshooting guides, and user manuals.
• Communication: Communicate effectively with users, providing clear instructions and updates on the status of their requests.
• Training: Conduct training sessions for staff on new technologies, software applications, and IT policies.
• Assist in maintaining and troubleshooting enterprise applications (e.g., CRM, ERP, collaboration tools).
• Support onboarding and offboarding processes by ensuring employees have the necessary IT resources.
• Work closely with business units to understand their IT needs and suggest improvements.
• Provide training and user guides for common IT processes and best practices.
• Analyze and report on IT performance metrics to optimize support processes.
• Ensure compliance with company IT policies and data security regulations.
• Assist in IT procurement by researching and recommending hardware/software solutions.

Qualifications

• Education: Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 2 years of experience in an IT helpdesk or technical support role.
• Technical Skills: Strong knowledge of Windows, Linux and macOS operating systems, Microsoft Office Suite, M365, Teams, Outlook, and common business applications.
• Problem-solving skills: Excellent analytical and troubleshooting skills with the ability to resolve technical issues efficiently.
• Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Experience with Active Directory, Office 365, and cloud-based applications.
• Excellent communication and interpersonal skills for interacting with end-users.
• Basic knowledge of IT security practices, including endpoint protection and data backup solutions.
• Experience with ticketing systems and IT asset management tools is a plus.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: Demonstrated commitment to providing high-quality customer service and support.
• Certifications: Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified Professional (MCP), and Cisco certifications are a plus.