IT Helpdesk

About the role

We are looking for an IT Helpdesk professional to deliver prompt, courteous, and efficient support to our users via phone, chat, and email. The role involves troubleshooting hardware, software, and operational issues while maintaining high customer satisfaction.

Key responsibilities

• Provide timely and friendly customer service through phone calls, chats, and email.
• Respond to tickets, prioritize high‑urgency issues, and escalate to other IT teams when needed.
• Guide users through troubleshooting using Microsoft Teams, ServiceNow, Cisco WebEx, and Bomgar Remote Client.
• Document resolutions and escalations thoroughly.
• Collaborate with analysts, senior technicians, and management to resolve complex problems.
• Analyze and resolve hardware, software, and operational issues within defined service level agreements.

Required profile

• 1–3 years of experience in customer service or IT helpdesk.
• 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, Windows Phone).

Required skills

• Windows 11
• macOS
• Active Directory
• Microsoft Office 365
• ServiceNow ticketing
• Cisco WebEx
• Bomgar (BeyondTrust) remote support
• Microsoft Teams
• Hardware troubleshooting (desktops, laptops, printers, peripherals)
• Mobile device support (iOS, Android, Windows Phone)