Helpdesk Technician (ICT)

Description

The Help Desk Technician will provide first line technical support to the company’s clients based in Cayman Islands.  
 
Key Responsibilities:

• Provide 1st line support and act as main point of contact for Client technical issues
• Provide remote support & troubleshooting 
• Respond to client enquiries and resolve technical issues by determining the root cause and appropriate action 
• Log all tickets, emails & calls, keeping record of the technical issues, actions and feedback 
• For technical issues which cannot be solved, route to specialised teams with comprehensive handover notes.
• Oversee the installation, maintenance, and optimisation of client computer systems, software, and hardware.
• Foster client training as and when needed 

 
Skills & Experience:

• 3rd level qualification in IT or ICT field.
• Additional certification in networks would be beneficial 
• 2+ years experience in a help desk role, ideally with some exposure to MSP environments 
• Technical proficiency with office automation tools, databases, and remote systems.
• Demonstrated ability to diagnose, troubleshoot, and resolve tech issues.
• Excellent communication & customer service skills