Help Desk Support Specialist
We are seeking a highly skilled Help Desk Support Specialist to join our team. As a key member of our IT support team, you will be responsible for providing first-level technical support to users via phone, email, or ticketing system.
You will accurately log and categorize all incidents and service requests, escalate unresolved or complex issues to second/third-line support teams in accordance with SLAs, and deliver clear, professional, and user-friendly communication throughout the support process.
Main Responsibilities
* Provide first-level technical support to users via phone, email, or ticketing system.
* Accurately log and categorize all incidents and service requests.
* Escalate unresolved or complex issues to second/third-line support teams in accordance with SLAs.
* Deliver clear, professional, and user-friendly communication throughout the support process.
* Troubleshoot and resolve complex incidents and problems.
About This Role
This is an exciting opportunity to work in a fast-paced environment where no two days are the same. You will have the chance to work on a variety of technical issues, from basic user support to more complex problems.
If you are a motivated and organized individual with excellent communication skills, we want to hear from you.
Requirements
* At least 2 years experience in user support roles.
* At least 2 years experience in application support.
* Good knowledge of Trouble Ticketing Systems (Remedy, ServiceNow, OTRS).
* Familiarity with ITIL framework and incident/problem management tools (e.g., ServiceNow, OTRS, KIX).
* Knowledge of Microsoft Office tools.
Please note that this job description may be subject to change.
About Us
We are a leading provider of public services, operating internationally across five sectors and four geographies: Defence, Space, Justice & Immigration, Transport, Health and Citizen Services.
We value diversity and inclusion, actively supporting initiatives such as Women in Aerospace Europe, which champions opportunities, development, and visibility for women in the Aerospace sector.