Helpdesk Administrator - Logicom Solutions - Nicosia, Cyprus

Job Overview

We are looking for a Helpdesk Administrator who will serve as the first point of contact for employees and customers seeking technical assistance over the phone or email.

Duties & Responsibilities

• Serving as the first point of contact for employees or clients requesting support through phone, email, or helpdesk tickets.
• Logging all helpdesk inquiries, ensuring requests are properly categorized, prioritized, and assigned to the appropriate Team.
• Monitoring the helpdesk system and ensure that all requests are handled in a timely manner according to the service-level agreements (SLAs).
• Maintaining records of helpdesk activity and providing regular reports on request volumes, response times, and resolution rates.
• Assisting in documenting procedures and guidelines for the helpdesk, ensuring information is up-to-date and accessible to all team members.
• Assisting with procurement and inventory management for IT or office supplies, ensuring availability of required equipment and materials.
• Providing updates and communication to users regarding the status of their requests and anticipated resolution times.
• Following up with users after requests are resolved to ensure satisfaction and addressing any additional questions or concerns.
• Managing and maintaining internal communication channels for helpdesk-related updates, announcements, or common issues.
• Scheduling appointments for IT technicians or external vendors as needed for on-site support or equipment maintenance.
• Assisting in coordinating meetings, training sessions, or workshops for users to learn about new systems or software updates.
• Helping organize Team schedules and monitoring workloads to ensure even distribution of tasks among the helpdesk Team.
• Maintaining accurate records of all user accounts, devices, and software licenses, ensuring data is up-to-date and accessible for reporting or audits.
• Assisting in the creation and maintenance of internal reports regarding helpdesk performance, equipment usage, and service history.
• Providing administrative support for the IT and office management Teams, such as managing calendars, handling correspondence, and preparing presentations.
• Assisting with onboarding new employees, ensuring they have access to the necessary systems and resources (e.g., email, network access).
• Managing documentation related to contracts with third-party service providers or suppliers, ensuring renewals and compliance are tracked.

Skills & Qualifications

• Diploma/ University degree in Computer Science, Computer engineering or a related field will be considered an advantage.
• Excellent communication skills.
• Fluency in both Greek and English.

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 from circulation 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.