Helpdesk Assistant Specialist

About the role

As a Helpdesk Assistant Specialist you will provide end‑user support across desktop, network, telephony and application environments. You will maintain, analyze, troubleshoot, repair, replace and upgrade computer systems, hardware, software and peripherals while ensuring timely ticket and incident resolution according to SLAs.

Key responsibilities

• Provide end‑user support for desktops, laptops, hard phones, Wi‑Fi devices, applications and peripherals.
• Apply service‑management fundamentals such as incident, problem and root‑cause analysis.
• Troubleshoot local servers and network devices in coordination with remote teams.
• Perform hardware repairs and replacements, including motherboards, RAM, LCD screens and Avaya phone configuration.
• Resolve software and OS issues for Windows 10, Microsoft Office, Office 365, Outlook, Skype for Business, VPN, Wi‑Fi, printers, scanners and video‑conferencing equipment.
• Execute firmware updates for Cisco and Avaya phones and maintain structured cabling in hub rooms.
• Raise change requests, support BCP testing, and ensure compliance with COPC, ISO 27001 and audit requirements.

Required profile

• 1+ years of experience supporting desktop/laptop hardware and software in a Windows‑based environment.
• Degree or diploma in Computer Science (required); MCSE or similar certification (preferred).
• Hands‑on experience with Remedy ticketing and an ITIL‑based framework.
• Proven ability to manage incidents, problems, change requests and root‑cause analysis.

Required skills

• Windows 10 operating system.
• Microsoft Office (2013 +) and Office 365.
• Active Directory, Group Policy, DNS and basic networking tools (ping, tracert, net commands).
• Cisco and Avaya desk‑side phones, firmware updates.
• VPN, Wi‑Fi configuration, printers, scanners and biometric devices.
• Data encryption tools, BitLocker and imaging/ghosting utilities.
• Remedy ticketing system and ITIL processes.