Job Overview: We are looking for a dedicated and technically skilled Assistant Helpdesk Lead to support and coordinate the daily activities of our IT Helpdesk team. This role is ideal for someone with hands-on IT support experience who is ready to step into a leadership support role. You'll work closely with the Helpdesk Lead to ensure excellent service delivery, manage ticket flow, and assist with technical escalations. Key Responsibilities: Act as the first point of escalation for complex helpdesk tickets. Assist the IT Team Lead and Technical Director in managing team performance and workflow. Assign and monitor incoming support tickets via the helpdesk system. Provide first-level support to end-users (hardware/software/network). Support deployment, configuration, and troubleshooting of end-user devices. Ensure documentation of troubleshooting steps, solutions, and SOPs. Assist in generating weekly/monthly helpdesk performance reports. Contribute to knowledge base updates and user training efforts. Liaise with vendors for warranty claims or third-party support. Monitor each pending and open case to minimize breaching SLA. Liaise with insurance company for insurance claim for void warranty case. Technical Scope: Windows 10/11, Office 365, Outlook, Teams, Zoom Basic Active Directory: user creation, password reset, access management Network support: Wi-Fi, LAN, basic router/switch knowledge Helpdesk ticketing tools (e.g Zendesk) Remote support tools (e.g., AnyDesk, TeamViewer) Requirements: Diploma/Degree in IT, Computer Science, or a related discipline. 3-4 years of experience in IT Helpdesk or Desktop Support. Strong understanding of IT troubleshooting methodologies. Good communication and organizational skills. Able to manage time-sensitive issues in a fast-paced IT environment. Preferred/Bonus Skills: Familiar with ITIL framework or certified in ITIL Foundation. Experience working in an MSP or fast-paced tech environment. Scripting knowledge (e.g., PowerShell) is a plus. Experience in Zendesk is added advantages Show more Show less