IT Helpdesk Administrator (1st Level Support) - Logicom Public - Nicosia, Cyprus

Job Overview

The 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.

Duties & Responsibilities

• Serving as the first point of contact for IT support requests via phone, email, or ticketing systems.
• Troubleshooting and resolving hardware, software, and network issues at a basic level.
• Providing assistance with the installation, configuration, and maintenance of hardware (e.g., desktops, laptops, printers, and peripherals).
• Guiding users in resolving common issues, including password resets, application errors, and connectivity problems.
• Escalating unresolved or complex issues to higher-level technical Teams or specialists.
• Logging and prioritizing support requests in the ticketing system, ensuring accurate and timely updates.
• Monitoring ticket queues and ensuring SLA (Service Level Agreement) compliance for response and resolution times.
• Documenting solutions and procedures for common technical problems for future reference.
• Maintaining clear and professional communication with end-users, ensuring they are informed about the status of their issues.
• Collaborating with other IT Team members to resolve technical issues and improve processes.
• Training or guiding users in basic IT operations and best practices where necessary.
• Performing routine maintenance tasks, including software updates and basic system monitoring.
• Assisting in maintaining inventory and asset management systems for IT equipment.
• Supporting system access management, including creating and disabling user accounts as per company policies.
• Creating and maintaining documentation for troubleshooting steps, FAQs, and standard operating procedures.
• Providing regular reports on ticket resolution, recurring issues, and performance metrics to supervisors.

Skills & Qualifications

• A diploma, associate degree, or bachelor’s degree in Information Technology, Computer Science, or a related field.
• Certifications such as Microsoft Certifications, Cisco CCNA, Fundamentals, or ITIL Foundation consider as an advantage.
• Basic understanding of operating systems (e.g., Windows, Windows Server, Hyper-V, VMware).
• Knowledge of commonly used software applications (e.g., Microsoft Office Suite, SQL Databases,).
• Familiarity with basic networking concepts (e.g., IP addresses, Wi-Fi setup, VPN).
• Strong communication and interpersonal skills to interact effectively with non-technical users.
• Fluency in Greek and English languages (writing/ speaking).
• Problem-solving abilities and attention to detail.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Prior experience in a help desk or customer service role is advantageous but not always required for entry-level positions.
• Familiarity with ticketing systems (e.g., Freshservice Zendesk,) is a plus.
• Requires availability during business hours and occasional after-hours support for urgent issues.

Report to

Group IT Manager

Remuneration

An attractive remuneration package will be offered to the successful candidate according to qualifications and experience.

Equal Employment Opportunity

Logicom 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.

Disclaimer

We reserve the right to remove the announcement at any point in time when a satisfactory number of applications has been received.

Only applicants whose previous experience and qualifications closely match the requirements of the position will be contacted.