Help Desk Specialist

About the role

The Help Desk Specialist provides first‑line technical support and IT assistance to end users, ensuring hardware, software, network and system access issues are resolved efficiently and within agreed service levels.

Key responsibilities

• Provide first‑line technical support to end users via phone, email and remote tools, handling incidents and service requests within defined SLAs.
• Troubleshoot hardware, software, operating system and connectivity issues, including on‑site assistance when remote resolution is not possible.
• Support IT infrastructure components such as servers, network devices, workstations and cloud services, including installation, configuration and upgrades.
• Maintain IT asset inventory, monitor system performance, and assist with backup and disaster‑recovery procedures.
• Document incidents, actions taken and resolutions in the ticketing system, ensuring accurate categorisation and timely escalation.
• Assist with network administration, including LAN/WAN, Wi‑Fi, VPN, DNS, DHCP and firewall configurations.

Required profile

• Hands‑on experience in an IT support, Help Desk or Service Desk role.
• Proven ability to resolve hardware, software and network issues and to document incidents clearly.
• Strong customer‑service orientation with effective verbal and written communication skills.
• Ability to work independently and as part of a team, managing priorities under SLA constraints.

Required skills

• Hardware and software troubleshooting
• Operating system and application support
• Network troubleshooting (LAN/WAN, Wi‑Fi, VPN, DNS, DHCP)
• Firewall, router and switch configuration
• Active Directory and Microsoft 365 account management
• Remote support tools and ticketing systems
• Basic server and cloud service administration