IT HelpDesk Executive

About the role

TeamDeloitte’s Information Technology Services department is expanding its HelpDesk team. As an IT HelpDesk Executive you will provide both remote and on‑site support to end‑users, ensuring uninterrupted service for business teams.

Key responsibilities

• Log, acknowledge, categorize and allocate IT tickets received via phone, email or the ticketing tool.
• Communicate incident progress to stakeholders and ensure tickets are tracked to closure.
• Escalate tickets according to SLA matrices and generate regular service management reports.
• Coordinate with internal and external teams to gather information, follow up on pending tickets and provide status updates.
• Deliver on‑premise and remote support using approved tools, troubleshooting hardware and software issues.
• Assist in the deployment of software and hardware assets.

Required profile

• Degree in Computer Science or a related field.
• 1–2 years of experience in a similar HelpDesk or Service Desk role.
• CompTIA A+ and Microsoft certifications are desirable.
• Basic knowledge of cloud environments and IT ticketing systems.

Required skills

• CompTIA A+ certification
• Microsoft certifications
• Cloud platform knowledge
• Proficiency with IT ticketing tools