Help Desk Specialist

The HelpDesk Support is the first line of technical and functional assistance for clients and internal users. The role focuses on issue triaging, user guidance, system navigation support, and coordination with technical teams to ensure fast, accurate, and customer-centric resolution of concerns.

This position is ideal for someone who enjoys problem-solving, communicating clearly with users, and working in a structured yet flexible digital environment.

Key Responsibilities

User Support & Issue Resolution

• Respond to user inquiries via ticketing system, email, chat, or calls
• Diagnose and resolve basic technical, system, or usage issues
• Guide users on proper system navigation and best practices
• Escalate complex issues to Tier 2 / Technical Team with complete documentation

Ticket & Incident Management

• Log, track, and update support tickets accurately
• Ensure adherence to response and resolution time targets (SLAs)
• Follow up with users until issues are fully resolved

Knowledge Base & Documentation

• Maintain and update FAQs, user guides, and troubleshooting steps
• Identify recurring issues and propose process or system improvements

Customer Experience & Quality Assurance

• Maintain professional, courteous, and empathetic communication
• Gather user feedback and flag system usability concerns
• Support continuous improvement initiatives

Qualifications

Required

• Bachelor’s degree in IT, Computer Science, Information Systems, or related field (or equivalent experience)
• 1–3 years experience in HelpDesk, Technical Support, or Customer Support
• Basic understanding of:
• Web-based systems / SaaS platforms
• Operating systems (Windows, basic networking concepts)
• Strong communication skills (written and verbal)
• Comfortable working remotely using ticketing and collaboration tools

Preferred

• Experience with HRIS, ERP, CRM, or enterprise systems
• Familiarity with ticketing tools (e.g., Jira, Freshdesk, Zendesk)
• Basic SQL or system administration exposure (nice to have, not required)

Core Competencies

• Customer focus & empathy
• Analytical and structured problem-solving
• Attention to detail
• Time management & prioritization
• Team collaboration in a remote environment

Key Performance Indicators (KPIs)

• First Response Time
• Ticket Resolution Time
• First Contact Resolution Rate
• Customer Satisfaction Score (CSAT)
• Ticket Backlog & Reopen Rate
• Knowledge Base Contributions