IT Helpdesk specialist

We are currently looking for an IT Help Desk Specialist to join our team. The person on this role will play a crucial role in providing technical support and assistance to end-users within the organisation. Primary responsibility will be to address user inquiries, troubleshoot technical issues, and ensure timely and effective resolutions. As the first point of contact for IT-related concerns, you will play a vital role in maintaining the productivity and efficiency of the organisation by providing excellent customer service and technical support. The focus of this role are our EMEA offices.

Responsibilities:

• User Support: Provide first-level technical support to end-users via various channels, including email and in-person, addressing hardware, software, and network-related issues.
• Incident Management: Log, track, and escalate support incidents using a ticketing system, ensuring timely follow-up and resolution within defined service level agreements (SLAs).
• Troubleshooting: Diagnose and resolve technical problems related to desktops, laptops, printers, mobile devices, and software applications. Escalate complex issues to the appropriate IT teams as needed.
• Onboarding: Cleaning and preparing the equipment for the first day of work of a newly started person. Adding to MDM, installing the necessary applications, providing the necessary access and ensuring that all steps from the company onboarding checklist have been completed.
• Offboаrding: Revoke the person’s access to all systems, including those that need to be manually removed/revoked on their last day of work, collect the equipment, and ensure that it is in good working condition. Cleaning the equipment and preparing it for reuse.
• Password Reset and Account Management: Assist users with password resets, account creations, and access permissions, following established security protocols.
• IT Documentation: Create and maintain knowledge base articles, troubleshooting guides, and FAQs to facilitate self-service support for common issues.
• Training and Onboarding: Provide basic training and orientation to new employees on IT systems, policies, and best practices.
• IT Asset Management: Maintain an inventory of IT assets, track hardware and software deployments, and manage equipment lifecycle.
• Remote Support: Offer remote assistance to off-site users, troubleshooting issues and providing guidance when necessary.
• Collaborative Support: Collaborate with other IT teams, such as network administrators and system administrators, to resolve complex technical problems and implement solutions.

Requirements:

• Proven experience as a Help Desk Administrator or in a similar technical support role.
• Strong knowledge of desktop operating systems (e.g., Windows, MacOS) and common software applications.
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving and troubleshooting abilities, with a focus on root-cause analysis.
• Experience using help desk ticketing systems to log and track incidents.
• Ability to work under pressure and handle multiple support requests efficiently.
• Excellent English skills – both written and verbal

What we offer:

• Track to success – work in a dynamic organization with ambient and laid-back office atmosphere
• Individualized career development, rewards and recognition.
• Work-life balance – 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
• Additional health insurance package
• Internal mobility program and refer-a-friend program
• Managing a fixed monthly budget for social benefits thru Re:Benefit – a flexible online benefits solution
• Food vouchers
• E-learning portals and knowledge sharing sessions.
• Company backed Hackathons, Tech conferences, workshops events, etc Stocked kitchen and bar.
• Equity in options.
• Hybrid working – 2 days/week in the office.

If you don’t meet 100% of the qualifications outlined above, that’s okay! We believe in hiring people, not just skills. If you have a passion for learning and are excited about eCommerce and technology, we want to hear from you. We welcome applicants of all backgrounds, genders, and beliefs to join our inclusive team. Our commitment to diversity ensures that everyone, regardless of identity, has an equal opportunity here. We celebrate individuality and seek to create a workplace where everyone can thrive. Help us be the best version of Yotpo by building something great together!