IT Executive (Helpdesk Support)

WHAT TO EXPECT
To provide efficient IT support by resolving technical issues, maintaining IT systems and devices, and ensuring smooth daily technology operations.

WHAT YOU'LL DO

• Provide first-level IT support as the primary point of contact, performing incident troubleshooting, root cause analysis, and implementing corrective and preventive actions to minimize business disruption.
• Manage, triage, and assign service desk tickets using ITSM tools, ensuring timely resolution and adherence to SLA, while improving ticket routing efficiency and user experience.
• Support automation and AI-assisted service desk processes, including ticket categorization, knowledge base usage, and resolution suggestions to improve response time and reduce repeat incidents.
• Coordinate IT procurement activities, including quotation requests, vendor engagement, approval tracking, and asset lifecycle follow-up.
• Administer user communication systems (including telephony and call recording) and ensure proper user access governance and compliance.
• Maintain accurate IT asset inventory across hardware and software lifecycle, including procurement tracking, updates, audits, and secure disposal in line with governance standards.
• Manage user onboarding and offboarding, including device provisioning, account creation/deactivation, access control, and security compliance alignment.
• Provide technical support for hybrid workplace needs, including remote meetings, training sessions, and conference room technology setup.
• Provision and manage user access to systems and network drives in accordance with security policies and least-privilege principles.
• Support patch management and endpoint/server security updates, including monthly patch cycles, vulnerability remediation tracking, and compliance reporting.
• Perform any other duties assigned by the Hiring Manager in support of IT operations and service delivery objectives.

WHO YOU ARE

• Minimum Nitec, Diploma, or equivalent qualification in Information Technology or a related field.
• At least 2 years of relevant IT support or service desk experience in a corporate environment.
• Hands-on experience with Active Directory (AD) and Microsoft 365 (O365) administration.
• Strong knowledge of user management, access control, and basic security practices.
• Proven ability to meet deadlines and manage multiple priorities effectively.
• Strong time management skills with high attention to detail and accuracy.
• Self-motivated, proactive, and resourceful with a strong “can-do” attitude.
• Able to work independently while collaborating effectively in a team environment.