Help Desk Specialist

About the role

The Help Desk Specialist provides first‑level technical assistance to corporate office and retail network users. Acting as the primary point of contact, the specialist ensures timely resolution of issues to maintain business continuity.

Key responsibilities

• Receive and triage support requests via phone or email, initiating remote diagnostics.
• Analyze incidents, apply effective solutions, and escalate unresolved cases to appropriate IT teams.
• Monitor ticket progress, keep users informed of status, and close tickets with proper documentation.
• Record issues and resolutions in the knowledge base, contributing to continuous improvement.
• Track and report events within the management system to maintain accurate IT service records.

Required profile

• Technical background in IT or equivalent support experience.
• Strong analytical abilities to question and diagnose problems remotely.
• Excellent communication and customer‑service mindset for corporate and retail users.
• Ability to work under pressure and solve problems quickly.
• Commitment to continuous learning, teamwork, and digital innovation.
• Awareness of sustainable development and corporate processes.

Required skills

What we offer

• Opportunity to develop technical expertise in a dynamic environment.
• Collaborative team culture focused on innovation and continuous improvement.