Employer Overview
A leading multinational organization in the food and beverage manufacturing sector, known for producing high-quality consumer products distributed across multiple markets. The company operates in a fast-paced, brand-driven environment focused on innovation, consistency, and strong visual identity.
Job Summary
The IT Help Desk Specialist serves as the first point of contact for technical support, ensuring smooth day-to-day IT operations and user productivity. The role focuses on troubleshooting technical issues, managing service requests, and maintaining system access while ensuring compliance with IT standards and security policies.
Key Responsibilities
- Serve as the first point of contact for IT-related queries via phone, email, or ticketing system.
- Provide troubleshooting and technical support for hardware, software, and network connectivity issues.
- Log, track, and resolve incidents within the IT Service Management (ITSM) system in line with ITIL processes.
- Manage service requests and incidents to ensure timely resolution and high user satisfaction.
- Escalate complex technical issues to Level 2 or Level 3 support teams when required.
- Collaborate with regional or global IT teams and external vendors to resolve complex technical cases.
- Support user account administration, including Active Directory, email accounts, and access permissions.
- Maintain and update documentation for recurring issues and technical solutions.
- Ensure compliance with IT policies, cybersecurity standards, and IT service management guidelines.
Minimum Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 1-3 years of experience in IT support, help desk operations, or technical support environments.
- Strong problem-solving and analytical thinking.
- Excellent communication and customer service orientation.
- Ability to work under pressure and manage multiple requests.
- Team collaboration and adaptability.
- Knowledge of hardware and software troubleshooting.
- Understanding of IT Service Management (ITSM) processes and ITIL framework.
- Experience with user account and access management systems.
- Basic understanding of networking concepts and connectivity troubleshooting.
- Proficiency in operating systems (Windows, macOS, or similar).
- Familiarity with ITSM tools and ticketing systems.
- Working knowledge of Microsoft 365 or similar productivity platforms.
- Good command of English (written and spoken).
