Sr. Helpdesk Specialist
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Monthly Salary:
Experience Required:
Posted:
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Job Summary
Key Responsibilities:
Serve as the escalation point for complex technical issues raised by Helpdesk Specialists.
Lead the helpdesk team in delivering timely and effective technical support to end users.
Oversee the management of support tickets ensuring proper categorization prioritization and resolution.
Troubleshoot and resolve advanced hardware software network and system issues.
Assist in managing user accounts access controls and system permissions in line with IT policies.
Monitor helpdesk performance metrics and prepare regular reports for IT management.
Develop and maintain documentation including troubleshooting guides and SOPs.
Provide training coaching and guidance to helpdesk staff to enhance service quality.
Coordinate with other IT sections to ensure smooth implementation of system updates deployments and upgrades.
Ensure compliance with IT security standards and operational procedures.
Support IT projects and contribute to system improvement initiatives as required.
Qualifications & Experience:
Bachelors degree in Information Technology Computer Science or a related field.
Minimum of 46 years of experience in IT helpdesk or technical support roles with at least 2 years in a senior or lead capacity.
Strong expertise in Windows operating systems MS Office suite networking fundamentals and IT infrastructure.
Experience with helpdesk/ticketing systems remote support tools and ITIL-based service processes.
Excellent problem-solving analytical and decision-making skills.
Strong communication and leadership abilities.
Ability to manage multiple tasks in a fast-paced multicultural work environment.
Experience in the museum cultural or public sector is an advantage.
Key Competencies:
Leadership and team coordination
Advanced technical troubleshooting
Customer service excellence
Strategic thinking and planning
Time management and prioritization
Continuous improvement mindset
Company Industry
IT Services and IT Consulting
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
About Company
601 employees
Being an active member of the United Nations Global Compact since March 2013, Madre Integrated Engineering w.l.l supports the principles of the Global Compact with respect to human rights, labor, environment, and anti-corruption.
