IT Help Desk Specialist

• Provide first-level technical support to users and resolve incidents and service requests within the agreed timelines.
  
• Identify issues requiring escalation, assign them to the appropriate teams, and follow up through resolution.
  
• Maintain accurate and up-to-date records of reported issues, actions taken, and resolutions.
  
• Explain technical information and guidance to users in a clear and simple manner.
  
• Deliver excellent customer service by remaining responsive, courteous, and professional in all interactions.
  
• Communicate effectively with users of varying levels of technical knowledge and diagnose a wide range of technical issues.
  
• Manage multiple tasks efficiently and effectively while maintaining service quality.
  
• Handle and track requests received through various support channels until completion.
  
• Availability to work rotational shifts within a 24/7 operation.
  

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
  
• 1–2 years of experience in a similar IT support role.
  
• Excellent command of written and spoken English.
  
• Good knowledge of Microsoft infrastructure and services, including Windows environments, Active - Directory, Microsoft Entra ID, Microsoft 365, DNS, and DHCP.
  
• Good understanding of networking fundamentals and protocols.
  
• Strong troubleshooting and problem-solving skills.
  
• Ability to work effectively under pressure and adapt to changing priorities.
  
• Demonstrates a professional attitude, reliability, and commitment to work.