Help Desk Specialist

About the role

The Help Desk Specialist provides first‑level technical support to corporate office and retail network users, ensuring rapid issue resolution and business continuity. Acting as the primary point of contact, the specialist handles requests via phone or email and guides users through problem‑solving with an analytical, proactive approach.

Key responsibilities

• Serve as the main interface for first‑line technical assistance, performing remote diagnostics and initial analysis of requests.
• Identify effective solutions to maintain operational continuity, escalating unresolved issues to appropriate IT functions.
• Monitor support tickets, providing continuous status updates to users.
• Document issues and solutions to enrich the company Knowledge Base and suggest procedural improvements.
• Systematically track and record events in the management system, ensuring accurate information on IT products and services.

Required profile

• Technical background in IT or equivalent experience in a technical support role.
• Strong analytical ability to assess requests through targeted questioning and remote diagnostics.
• Excellent communication skills and a customer‑service mindset for supporting corporate and retail users.
• Ability to manage stress and deliver rapid problem‑solving.
• Commitment to continuous learning, teamwork, and digital innovation.
• Awareness of sustainable development and corporate processes.

Required skills