Help Desk Specialist

About the role

The Help Desk Specialist provides first‑level technical assistance to internal office and retail users via telephone or email. The role focuses on analysing user requests, resolving minor incidents, and ensuring business continuity through prompt support.

Key responsibilities

• Act as the first point of contact for internal customers, delivering Level I technical assistance.
• Analyse incoming requests, ask relevant questions and perform remote diagnostics.
• Identify effective solutions to maintain business continuity and guide users through resolution steps.
• Follow escalation procedures for issues that cannot be resolved at Level I.
• Provide accurate information on IT products and services under management.
• Track, record, and monitor incidents and ticket progress, keeping users informed.
• Collect feedback and suggestions from users and report them to relevant teams.
• Suggest improvements to processes and enrich the knowledge base with documented solutions.
• Promote learning activities and adopt sustainable development practices within the IT function.

Required profile

• Strong communication skills to interact effectively with internal customers.
• Analytical mindset for diagnosing and resolving technical issues.
• Ability to work autonomously while following defined procedures.
• Proactive attitude in suggesting improvements and contributing to knowledge sharing.
• Commitment to sustainable development and continuous learning.

Required skills