Help Desk Specialist

Job Description

The Help Desk Specialist is responsible for providing effective and timely first-level support to corporate office and retail network users, ensuring the resolution of technical issues and business continuity.

The candidate will act as the primary point of contact for internal clients, managing requests via phone or email and guiding users through problem resolution using an analytical and proactive approach.

Qualifications

• First-Line Support: Acts as the primary interface for first-level technical assistance, analyzing requests and initiating remote diagnostic procedures.
   

• Incident Management: Identifies the most effective solutions to ensure operational continuity, guiding users through resolution or escalating unresolved issues to the appropriate IT functions.
   

• Monitoring & Communication: Monitors the progress of support tickets and provides continuous updates to users on the resolution status of their reports.
   

• Knowledge & Improvement: Accurately documents encountered issues and adopted solutions to enrich the company Knowledge Base, and suggests procedural improvements based on gathered feedback.

• Reporting: Systematically tracks and records events and issues within the management system, ensuring the availability of accurate information on IT products and services.

Additional Information

• Technical background in IT or equivalent experience in a technical support role.

• Ability to analyze requests through targeted questioning and remote diagnostics.

• Excellent communication skills and a strong customer-service mindset for supporting users (corporate offices and retail).

• Ability to manage stress and a strong orientation toward rapid problem-solving.

• Strong aptitude for continuous learning, teamwork, and digital innovation.

• Awareness of and sensitivity toward sustainable development and corporate organizational processes.