It help desk specialist

Provide first-level technical support to users and resolve incidents and service requests within the agreed timelines.

Identify issues requiring escalation, assign them to the appropriate teams, and follow up through resolution.

Maintain accurate and up-to-date records of reported issues, actions taken, and resolutions.

Explain technical information and guidance to users in a clear and simple manner.

Deliver excellent customer service by remaining responsive, courteous, and professional in all interactions.

Communicate effectively with users of varying levels of technical knowledge and diagnose a wide range of technical issues.

Manage multiple tasks efficiently and effectively while maintaining service quality.

Handle and track requests received through various support channels until completion.

Availability to work rotational shifts within a 24/7 operation.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field.

1–2 years of experience in a similar IT support role.

Excellent command of written and spoken English.

Good knowledge of Microsoft infrastructure and services, including Windows environments, Active - Directory, Microsoft Entra ID, Microsoft 365, DNS, and DHCP.

Good understanding of networking fundamentals and protocols.

Strong troubleshooting and problem-solving skills.

Ability to work effectively under pressure and adapt to changing priorities.

Demonstrates a professional attitude, reliability, and commitment to work.