Help Desk Specialist – Tier 1/2 Support

OmniSystems · Is-sur-Tille

Senior 🇬🇧 English

Microsoft operating system Windows environment Web applications ITIL v3

Job description

About the role

The Help Desk Specialist provides frontline technical assistance to website users via a dedicated hotline. The role involves handling Tier 1 and Tier 2 issues, documenting solutions, and escalating complex problems to Tier 3 teams.

Key responsibilities

Respond to user inquiries by phone and email.
Use the website’s Help Desk module to log, track, and resolve tickets.
Deliver Tier 1 and Tier 2 support, escalating Tier 3 issues as needed.
Maintain documentation for the website application.
Assist in creating training videos for end‑users.

Required profile

Bachelor’s degree.
Minimum of 5 years of help‑desk or technical support experience.
Strong customer‑service orientation and communication skills.
Ability to analyze and troubleshoot technical problems effectively.

Required skills

Microsoft operating system.
Windows environment.
Web applications.
ITIL v3 or higher.

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Published 2 months ago

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