IT Helpdesk Specialist

About the role

We are looking for a customer‑service‑oriented Service Desk Analyst to provide technical support to users in an efficient and accurate manner. The analyst will perform front‑line engagement, solve basic technical problems, and support all assigned areas, ensuring Service Desk services meet company standards.

Objectives of this role include providing first‑level contact and conveying resolutions to customer issues, properly escalating unresolved queries, and tracking, escalating, and redirecting incidents and problems to appropriate resources.

Responsibilities

• Provide first‑level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem‑solving process.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure.
• Recommend procedure modifications or improvements.
• Preserve and grow knowledge of Service Desk procedures, products, and services.

Qualifications

• Minimum of 2 years of experience working in an End User Services capacity.
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
• Ability to prioritize and multi‑task in a fast‑paced environment.
• Ability to work successfully as part of a team.
• Ability to work a flexible schedule inclusive of holidays and weekends.
• Proficiency in English, both spoken and written.
• Basic skills related to hardware, software, and user provisioning/administration.
• Basic troubleshooting and problem‑solving skills.
• Proficiency in managing both Windows and iOS environments.
• Working knowledge of common infrastructure technologies and tools (Meraki, O365, Azure AD, WorkspaceOne, Bomgar).
• Working knowledge of Service Desk software (ServiceNow).
• Understanding of ITIL and Service Management practices.
• Ability to communicate effectively, both written and verbally, with technical teams, business partners, and end users.
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.