IT Help Desk Support Specialist

About the role

We are looking for an IT Help Desk Support Specialist to deliver prompt, courteous, and efficient customer service across phone, chat, and email channels. You will be the first point of contact for users, ensuring a high‑quality experience while troubleshooting a wide range of hardware and software issues.

Key responsibilities

• Provide timely support via phone, chat, and email, maintaining a positive customer experience.
• Prioritize, triage, and resolve incidents and service requests according to impact, urgency, and SLA targets.
• Document all actions in the ticketing system (Client) with clear, standardized notes.
• Guide users through troubleshooting using Microsoft Teams, Cisco WebEx, Bomgar Remote Client, and other communication tools.
• Follow structured troubleshooting processes and knowledge‑base articles, contributing to continuous improvement.
• Collaborate with Level 2 teams and specialized groups such as Identity & Access Management, Network/Firewall, and Desktop Engineering.
• Identify and escalate potential security risks, including suspicious links or phishing attempts.

Required profile

• 1–3 years of experience in customer service or IT help‑desk support.
• Advanced English proficiency (B2 level or higher).
• Experience supporting desktops, laptops, printers, peripherals, Windows 11, macOS, Active Directory, Microsoft Office 365, and mobile devices (iPhone/iPad, Android).

Required skills

• Windows 11
• macOS (Client OS X)
• Active Directory
• Microsoft Office 365
• iPhone/iPad and Android mobile device support
• ServiceNow (familiarity)
• Cisco WebEx (familiarity)
• Bomgar/BeyondTrust Remote Support tool (familiarity)
• Microsoft Teams