Helpdesk Assistant

Job Summary

The Helpdesk Assistant at Dermorepubliq serves as the primary point of contact (POC) for all requests and concerns submitted through the company’s helpdesk application, Rica. This role is responsible for monitoring, managing, documenting, routing, and following through on all submitted tickets, including incident reports, change requests, requests for information, and service requests.

The position ensures that all tickets are properly categorized, assigned, tracked, and resolved within agreed timelines while maintaining clear communication with requestors and stakeholders. The Helpdesk Assistant plays a critical role in maintaining operational efficiency by coordinating across departments and ensuring that all concerns raised through Rica are handled accurately and professionally.

Key Responsibilities

Helpdesk & Ticket Management

• Serve as the primary point of contact (POC) for all tickets submitted through the company’s helpdesk application, Rica.
• Monitor, manage, and respond to all incoming tickets and requests in a timely manner.
• Properly categorize, prioritize, assign, and track tickets based on type, urgency, and department ownership.
• Ensure all tickets are accurately documented, updated, and closed within established service timelines.
• Coordinate with internal departments and stakeholders to ensure proper resolution of submitted concerns.
• Follow up with requestors and assigned teams to ensure timely progress and completion of requests.
• Maintain professionalism and provide excellent customer service in all user interactions.

Ticket Types & Request Handling

Handle and monitor various ticket categories, including but not limited to:

• Incident Reports

• Change Requests

• Requests for Information (RFI)

• Service Requests

• Technical Support Concerns

• Access Requests

• Operational or Administrative Requests

Coordination & Escalation

• Escalate unresolved, overdue, or high-priority concerns to the appropriate personnel or department.
• Coordinate with IT, HR, Facilities, Operations, and other teams regarding ticket resolution.
• Assist in identifying recurring issues and recommend process improvements for ticket handling and workflow efficiency.
• Generate and maintain ticket monitoring reports and service performance records.

Documentation & Reporting

• Maintain accurate records of ticket histories, resolutions, escalations, and response times.
• Assist in preparing reports related to ticket volume, turnaround time, and recurring concerns.
• Ensure adherence to company processes, documentation standards, and service procedures.

Scalability Support

• Assist with scaling the IT infrastructure as the company grows, supporting resource planning and expansion efforts.

• Document and standardize setup procedures to streamline future growth.

Support for Multiple Locations

• Coordinate IT resources and support for all manufacturing sites, maintaining consistency across locations.

• Collaborate with senior IT staff to ensure aligned and streamlined operations between locations.

Qualifications

Education

• Bachelor’s degree in Information Technology, Computer Science, or any related field.

Experience

• 1 to 2 years of experience in Helpdesk or a related position.

Skills and Competencies

Technical Skills:

• Familiarity with helpdesk or ticketing systems such as Rica or similar platforms.
• Ability to manage, categorize, prioritize, and monitor multiple tickets simultaneously.
• Basic understanding of incident management, change management, and service request processes.
• Proficiency in Microsoft Office applications, particularly Excel, Word, Outlook, and Teams.
• Strong documentation and record-keeping skills.
• Ability to generate reports and track ticket performance metrics.
• Basic troubleshooting knowledge for common system, access, or operational concerns is an advantage.
• Familiarity with workflow coordination and escalation procedures across departments.

Soft Skills:

• Strong communication and interpersonal skills.
• Excellent organizational and multitasking abilities.
• Strong attention to detail and follow-through.
• Customer-service oriented with a professional and approachable demeanor.
• Ability to remain calm and responsive under pressure.
• Strong problem-solving and coordination skills.
• Ability to work collaboratively with cross-functional teams.
• High level of accountability, reliability, and professionalism.

Physical Requirements

• Ability to lift and carry IT equipment, including computers and peripherals, as required.

Work Environment

This position operates in an office and remote support environments. Occasional travel between Dermorepubliq office locations may be required to ensure consistent support across sites.

Equal Opportunity Statement

Dermorepubliq is an equal opportunity employer and is committed to creating an inclusive environment for all employees.