About This Role
This Help Desk Specialist role involves providing technical support to users across global operations, managing incidents and service requests, and troubleshooting technical issues. It suits an experienced IT professional who is passionate about technology, enjoys solving complex problems, and thrives in a customer-focused environment.
Responsibilities
- Provide technical support for hardware, software, operating systems, Microsoft 365, and basic network-related concerns
- Manage incidents and service requests while ensuring compliance with Service Level Agreements (SLAs)
- Diagnose and troubleshoot technical issues across multiple IT systems
- Investigate recurring incidents, identify root causes, and recommend preventive solutions
- Document troubleshooting steps and contribute to the team's knowledge base
- Process standard change requests and maintain accurate configuration records
- Support user account administration, Active Directory, endpoint management, and IT asset management
- Escalate complex issues when necessary and collaborate with internal IT teams to ensure timely resolution
- Help drive continuous improvement by identifying opportunities to enhance support processes
Requirements
- Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Information Systems, or a related field
- Equivalent technical certifications with relevant IT support experience are welcome
- 2
-3 years of experience in an IT Service Desk, Helpdesk, Technical Support, or IT Operations role
- Hands-on experience supporting Windows environments, Microsoft 365, enterprise applications, and basic networking
- Knowledge of ITIL/ITSM processes, including Incident, Problem, Change, and Request Management
- Experience using ITSM platforms such as ServiceNow, Jira Service Management, Zendesk, BMC Remedy, or similar ticketing systems
- Familiarity with Active Directory, remote support tools, endpoint management, and IT asset management
- Strong analytical, troubleshooting, communication, and customer service skills
- Ability to work in a fast-paced, global support environment
Nice to have:
- ITIL® 4 Foundation
- CompTIA A+
- Microsoft Certified: Modern Desktop Administrator Associate
- HDI Support Center Analyst (HDI-SCA)
