End User Support Specialist

SCOPE OF ROLE

As a Helpdesk Engineer, you will be the frontline of IT support, managing escalated tickets, training users, and implementing technical solutions that keep the business running smoothly. You‘ll collaborate with peers, resolve complex issues, and play a key role in improving IT processes and user experience.

Core Responsibilities include:

• Act as the primary point of contact for escalated issues.
• Provide Advanced Troubleshooting & timely resolutions
• collaborate with IT peers to resolve complex IT problems.
• Process Improvement - Implement and document practices to enhance performance.
• User Training & Enablement

WHAT IT TAKES

Experience & Knowledge

• Over 4+ years’ experience in a helpdesk or technical support role.

• Familiarity with helpdesk platforms (e.g. ServiceNow, FreshService, ManageEngine)

• Good understanding of I...