IT Help Desk Support Specialist

About the role

We are looking for an IT Help Desk Support Specialist to provide prompt, courteous, and efficient technical assistance to our users. You will be the first point of contact for hardware, software, and connectivity issues, ensuring a high level of customer satisfaction across phone, chat, and email channels.

Key responsibilities

• Deliver timely and professional support via phone, chat, and email, maintaining an exceptional customer experience.
• Prioritize, triage, and resolve incidents and service requests according to impact, urgency, and SLA commitments.
• Document all actions and resolutions in ServiceNow to enable knowledge reuse and reporting.
• Guide users through troubleshooting using tools such as Microsoft Teams, Cisco WebEx, and Bomgar Remote Client.
• Collaborate with Level 2 teams and specialized groups (Identity & Access Management, Network/Firewall, Desktop Engineering) to resolve complex issues.
• Identify and escalate potential security risks, including suspicious links or phishing attempts, to the security team.

Required profile

• 1–3 years of experience in customer service or IT help desk support.
• Advanced English proficiency (B2‑C1 level).
• Experience supporting desktops, laptops, printers, peripherals, Windows 11, macOS, Active Directory, Microsoft Office 365, and mobile devices (iPhone/iPad, Android).

Required skills

• Microsoft Teams
• ServiceNow
• Cisco WebEx
• Bomgar Remote Client (BeyondTrust)
• Windows 11
• macOS
• Active Directory
• Microsoft Office 365
• iPhone / iPad
• Android devices
• Desktop and laptop hardware
• Printers and peripherals