Desk Support Specialist

Job Summary

Paveway Africa Limited, on behalf of a client we are seeking for the Desk support specialist who will be responsible for solve basic technical problems and provide support for all assigned areas. This role requires strong problem-solving skills, excellent communication abilities, and a customer-focused approach to IT support. 

Key responsibilities; 

• To provide first-line support for technical issues related to hardware, software, and network systems.  
• Troubleshoot and resolve issues via phone, email, and remote support tools. 
• Log, track, and manage support requests using the IT ticketing system. 
• Ensure timely resolution and follow-up of all reported issues. 
• To deliver high-quality customer service, maintaining professionalism and patience while addressing user concerns. 
• Ensure user satisfaction and follow up to ensure problems are resolved. 
• To assist with routine maintenance and updates of IT systems and applications. 
•  Participate in the setup, configuration, and deployment of new hardware and software. 
• Create and maintain documentation for common support issues, processes, and procedures. 
• To update knowledge base articles and ensure information is current. 
• Work closely with other IT team members and departments to resolve complex issues and implement solutions. 
• To assist in training end-users on new technologies and software applications as needed. 

Qualifications; 

• Bachelor degree in computer science, Information Technology, or a related field.
• 1-2 years of experience in a help desk or technical support role. 
• Proficiency in Windows and Microsoft Office Suite, and common business applications 
• Familiarity with network protocols and troubleshooting tools is a plus. 
• Excellent verbal and written communication skills. 
• Ability to explain technical concepts to non-technical users clearly and effectively. 
• Strong analytical and problem-solving skills with attention to detail. 
• Ability to diagnose and resolve technical issues independently.