Helpdesk Support – IT Service Desk

About the role

We are looking for a proactive Helpdesk Support professional to deliver day‑to‑day IT assistance to our users. The role ensures smooth IT operations, quick issue resolution and a high‑quality user experience across the business.

Key responsibilities

• Provide Level 1 and Level 2 support for hardware, software, network connectivity and access issues, resolving standard incidents and escalating complex cases.
• Maintain office IT infrastructure including LAN/Wi‑Fi, printers, meeting‑room technology and telephony systems.
• Assist with basic system administration tasks such as Active Directory user permissions and endpoint management.
• Log, prioritize and track incidents through the ticketing system, keeping users informed.
• Coordinate with regional leadership, international IT teams and external vendors to ensure alignment with global standards.
• Support onboarding and off‑boarding activities, including account provisioning and device setup.
• Install, configure and maintain laptops, desktops, mobile devices and standard business applications.
• Monitor service level agreements, maintain documentation, asset records and knowledge‑base articles.
• Contribute to IT projects, system rollouts and continuous improvement initiatives.

Required profile

• 2–4 years of experience in IT Helpdesk, Service Desk or Desktop Support.
• Hands‑on troubleshooting mindset with strong customer‑service orientation.
• Ability to work in a fast‑paced environment and take ownership of issues.

Required skills

• Windows operating system support
• Microsoft 365 administration
• Freshservice (or similar) ticketing system
• Active Directory user and permission management
• LAN/Wi‑Fi networking basics
• Printer, meeting‑room and telephony technology support
• Endpoint management and device configuration