Computer science 

Cyprus

Logicom Public Ltd

Customer Service / Support

Computer Science

Information Technology

Job OverviewThe IT Helpdesk Administrator is responsible for providing first-level technical support and assistance to end users in resolving IT-related issues. The role involves responding to requests, diagnosing problems, and ensuring the smooth operation of IT systems by escalating unresolved issues to higher-level support when necessary. The IT Help Desk Administrator plays a critical role in maintaining user productivity and ensuring timely resolution of technical problems.&nbsp;Duties &amp; Responsibilities<ul style="list-style-type:disc;"><li>Serving as the first point of contact for IT support requests via phone, email, or ticketing systems.</li><li>Troubleshooting and resolving hardware, software, and network issues at a basic level.</li><li>Providing assistance with the installation, configuration, and maintenance of hardware (e.g., desktops, laptops, printers, and peripherals).</li><li>Guiding users in resolving common issues, including password resets, application errors, and connectivity problems.</li><li>Escalating unresolved or complex issues to higher-level technical Teams or specialists.</li><li>Logging and prioritizing support requests in the ticketing system, ensuring accurate and timely updates.</li><li>Monitoring ticket queues and ensuring SLA (Service Level Agreement) compliance for response and resolution times.</li><li>Documenting solutions and procedures for common technical problems for future reference.</li><li>Maintaining clear and professional communication with end-users, ensuring they are informed about the status of their issues.</li><li>Collaborating with other IT Team members to resolve technical issues and improve processes.</li><li>Training or guiding users in basic IT operations and best practices where necessary.</li><li>Performing routine maintenance tasks, including software updates and basic system monitoring.</li><li>Assisting in maintaining inventory and asset management systems for IT equipment.</li><li>Supporting system access management, including creating and disabling user accounts as per company policies.</li><li>Creating and maintaining documentation for troubleshooting steps, FAQs, and standard operating procedures.</li><li>Providing regular reports on ticket resolution, recurring issues, and performance metrics to supervisors.</li></ul>Skills &amp; Qualifications<ul style="list-style-type:disc;"><li>A diploma, associate degree, or bachelor’s degree in Information Technology, Computer Science, or a related field.</li><li>Certifications such as Microsoft Certifications, Cisco CCNA, Fundamentals, or ITIL Foundation consider as an advantage.</li><li>Basic understanding of operating systems (e.g., Windows, Windows Server, Hyper-V, VMware).</li><li>Knowledge of commonly used software applications (e.g., Microsoft Office Suite, SQL Databases,).</li><li>Familiarity with basic networking concepts (e.g., IP addresses, Wi-Fi setup, VPN).</li><li>Strong communication and interpersonal skills to interact effectively with non-technical users.</li><li>Fluency in Greek and English languages (writing/ speaking).&nbsp;</li><li>Problem-solving abilities and attention to detail.</li><li>Ability to work under pressure and manage multiple tasks simultaneously.</li><li>Prior experience in a help desk or customer service role is advantageous but not always required for entry-level positions.</li><li>Familiarity with ticketing systems (e.g., Freshservice Zendesk,) is a plus.</li><li>Requires availability during business hours and occasional after-hours support for urgent issues.</li></ul>Report toGroup IT Manager&nbsp;RemunerationAn attractive remuneration package will be offered to the successful candidate according to qualifications and experience.&nbsp;Equal Employment OpportunityLogicom is committed to provide equal employment opportunities for all regardless of their race, color, sex/gender, religion, age, marital status, cultural background, disability, nationality and political opinion. Employees are hired solely based on a specific vacancy’s requirements, taking into consideration the qualifications, previous experience and potential of each individual candidate.&nbsp;DisclaimerWe reserve the right to remove the announcement at any point in time when a satisfactory number of applications has been received.&nbsp;Only applicants whose previous experience and qualifications closely match the requirements of the position will be contacted.&nbsp;You can also apply by sending your CV directly to <a href="mailto:careers@logicom.net">careers@logicom.net</a> or by calling at 22551178 or through the company's website: <a target="_blank" rel="noopener noreferrer" href="https://www.logicom.net/careers/head-office/other/it-helpdesk-administrator-1st-level-support-logicom-public-nicosia-cyprus/">IT Helpdesk Administrator (1st Level Support) - Logicom Public - Nicosia, Cyprus - Logicom Group</a>

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