Help Desk Specialist – Service Desk L1/L2

About the role

We are looking for a proactive Help Desk Specialist to join our Service Desk team at Level 1 and Level 2. You will be the first point of contact for users, handling calls and emails, diagnosing issues, and ensuring a smooth resolution process.

Key responsibilities

• Answer incoming calls and emails professionally, providing courteous support.
• Analyze tickets, determine appropriate solutions, and take ownership until closure.
• Communicate major or scheduled service outages to stakeholders and follow up with L2 support.
• Escalate repetitive issues or service risks to management.
• Maintain end‑to‑end workflow for all incidents and service requests.
• Provide accurate information on IT products and suggest procedural improvements.
• Coordinate with global IT stakeholders and track tickets to completion.
• Motivate teammates through positive communication and feedback.
• Generate daily and monthly performance reports and conduct regular data analysis.
• Ensure compliance with client requirements and internal policies.

Required profile

• Strong written and spoken English proficiency.
• Excellent communication and customer‑service skills.
• Ability to work methodically, prioritize tasks, and manage multiple tickets.
• Team‑oriented mindset with a focus on continuous improvement.

Required skills

What we offer

• Opportunity to work in a global IT environment.
• Professional development and knowledge‑sharing culture.
• Collaborative team atmosphere.