Job overview
The Help Desk Specialist is the first line of technical and functional assistance for clients and internal users. The role focuses on issue triage, user guidance, system navigation support, and coordination with technical teams to ensure fast, accurate, and customer-focused 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 through the 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 the Tier 2 or Technical Team with complete documentation.
Ticket & Incident Management
- Log, track, and update support tickets accurately.
- Follow response and resolution time targets or service-level agreements.
- 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 a related field, or equivalent experience.
- One to three years of experience in Help Desk, Technical Support, or Customer Support.
- Basic understanding of web-based or SaaS systems, Windows, and basic networking concepts.
- Strong written and verbal communication skills.
- Comfortable working remotely with ticketing and collaboration tools.
Preferred
- Experience with HRIS, ERP, CRM, or enterprise systems.
- Familiarity with ticketing tools such as Jira, Freshdesk, or Zendesk.
- Basic SQL or system-administration exposure is helpful but not required.
Core Competencies
- Customer focus and empathy.
- Analytical and structured problem-solving.
- Attention to detail.
- Time management and prioritization.
- Team collaboration in a remote environment.
Key Performance Indicators
- First response time.
- Ticket resolution time.
- First-contact resolution rate.
- Customer Satisfaction Score (CSAT).
- Ticket backlog and reopen rate.
- Knowledge-base contributions.
