IT Support Specialist (Service Desk Operations, Remote)

Job summary

This role involves delivering high-quality IT support and managing service desk operations to ensure a smooth experience for users. The IT Support Specialist will be responsible for both hands-on support and administrative tasks related to service desk delivery, aligning with established Service Level Agreements (SLAs).

Qualifications

• Over 5 years of experience in IT support, IT administration, or a related field with significant IT exposure.
• Background in IT support or administration with practical IT skills.
• Proficient in Microsoft tools, including Windows, Entra ID, and Intune.
• Familiarity with service desk tools such as the Atlassian suite (e.g., Jira, Confluence).
• Understanding of IT security, compliance, and best practices.
• Strong communication skills in English, both written and verbal.
• Ability to manage multiple tasks in a dynamic environment.
• Willingness to travel occasionally.

Responsibilities

• Provide hands-on IT support to employees through in-person, written, and phone communication.
• Manage service desk administration tasks, including license management and asset control.
• Oversee hardware and software setup for onboarding and offboarding processes.
• Monitor and ensure compliance with SLAs in daily support delivery.
• Conduct regular reviews of users, licenses, and assets for compliance and cost control.
• Support Windows environments and Microsoft tools, including meeting room solutions.
• Coordinate with internal teams and external vendors to maintain smooth IT operations.

Skills

• Strong problem-solving abilities combined with structured service desk work.
• Detail-oriented with a service-minded approach.

Education

• Relevant certifications or degrees in IT or related fields are preferred but not mandatory.

Tools

• Experience with service desk tools, particularly the Atlassian suite, is essential.