IT Helpdesk Support Specialist

About the role

We are seeking an IT Helpdesk Support Specialist to oversee daily operations of our helpdesk, delivering timely and efficient technical assistance to end‑users across multiple sites. The role involves handling support tickets, following ITSM processes, and collaborating with infrastructure, network, security and application teams to resolve issues.

Key responsibilities

• Handle and resolve daily IT support requests across a multi‑site environment.
• Prioritize and manage tickets according to SLA requirements and business impact.
• Monitor ticket status, backlog, response and resolution times, escalating when necessary.
• Use ServiceNow to create, update and close tickets accurately.
• Provide 1st and 2nd level technical support and hand over complex issues to 3rd‑level teams.
• Identify recurring incidents and contribute to root‑cause analysis and service improvement.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or related field.
• 2+ years of experience in an IT Support or Service Desk environment.
• Good understanding of IT Service Management (ITSM) processes and best practices.

Required skills

• ServiceNow ticketing platform (or similar enterprise ticketing system).
• Active Directory and basic identity & access management concepts.
• Fundamental networking knowledge: LAN/WAN, VPN, DNS, DHCP.
• Basic experience with cloud environments, preferably Microsoft Azure.
• Strong troubleshooting and problem‑solving abilities.

What we offer

• Monthly meal allowance.
• Private health and life insurance.
• Access to Udemy for unlimited learning.
• Coaching and mentorship programs.
• Annual discretionary bonus based on performance.
• Opportunities to work with industry‑leading clients.