Helpdesk Support - ApTask

About Client:
The Client is a leading global IT services and consulting company, providing a wide range of services to clients in various industries, including banking, financial services, retail, manufacturing, healthcare, and more. It is one of the largest employers in the IT industry and has a vast and diverse workforce. The company places a strong emphasis on employee training and development. Client is known for its commitment to innovation and invests in research and development to stay at the forefront of technological advancements.
It offers a comprehensive set of services, including:
IT Services: Application development, maintenance, and testing.
Consulting: Business consulting, IT strategy, and digital transformation.
Business Process Outsourcing (BPO): Outsourcing of business processes to improve efficiency.
Enterprise Solutions: Implementation and support of enterprise-level software solutions. Digital Services: Services related to digital technologies, such as analytics, cloud, and IoT.



Salary Range: $50K-$60K/Annum



Job Description:

• The Help Desk technician's role is to provide information, assistance, training, and technical support to end-users regarding the use of computers, networks, and related peripheral hardware and software.
• This includes receiving, prioritizing, documenting, and actively resolving end-user help requests.

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit incident details from end users.
• Assess the severity of issues and categorize and assign them accordingly. Route severe incidents according to process.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and “frequently asked questions” lists for end users.
• Provide support and training to all end users on computer workstation operation, setup, configuration, and other issues.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer workstation performance.
• Provision and deprovision of user accounts, systems, applications, and network access.
• Complete regular reviews of system users to ensure users are authorized and provisioned properly.
• Perform routine security audits & other external compliance audits for all provisioned user accounts.
• Perform other duties as assigned.

• College-level coursework in Computer Science or related field and/or at least 1 year’s equivalent work experience.
• Fundamental knowledge of computer workstation hardware, networking principles, business applications, and peripheral devices.
• Experience administering users and computers in a complex enterprise environment.
• Able to read and understand technical manuals and procedural documentation.
• Strong written and oral communication skills and effective interpersonal and relationship-building skills.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

About ApTask:
ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.

If you have any concerns or queries about your personal information, please feel free to contact our compliance team at businessexcellence@aptask.com