Service Desk Specialist

User Support

• Provide first-line support to PC users (workstation setup, peripherals, account access, printing services, network connectivity, Microsoft Office applications)
• Ensure telephony and front-desk duties according to Service Desk opening hours 7:30-18:00
• Deliver clear instructions and communicate effectively with non-technical users

Incident & Request Management

• Perform initial troubleshooting and provide timely solutions
• Escalate incidents when necessary and follow up until resolution
• Classify, process and document all requests and incidents in the ticketing system (ideally Jira Ticketing System ) with accurate and complete information
• Ensure regular updates to users, maintaining transparency and communication at all stages

Knowledge & Asset Management

• Contribute to the maintenance and improvement of the knowledge base with clear, structured and practical solutions(Confluence Eureka)
• Record hardware movements (delivery/return of laptops, phones, peripherals) and keep asset information up to date
• Support onboarding and offboarding processes for new employees