IT Helpdesk Specialist

Quick Facts

• Role: IT Helpdesk Specialist

• Focus: First-line/second-line IT support and Microsoft cloud endpoint/user administration

Description

You will act as the first point of contact for hardware, software, and connectivity issues, managing tickets in an ITSM platform and resolving 1st/2nd line incidents or escalating when needed. The role includes onsite/remote support, device and account lifecycle administration, and troubleshooting SSO/MFA and endpoint compliance using Microsoft tools. You will also maintain IT documentation, the knowledge base, and global IT asset inventory.

Responsibilities

• Provide first-point-of-contact IT support for hardware, software, and connectivity issues

• Log, prioritize, and triage tickets in an ITSM system

• Resolve 1st and 2nd line issues; escalate when required

• Deliver onsite and remote support for laptops, peripherals, and collaboration tools

• Support printers, AV/meeting room equipment, Microsoft Teams and Zoom, and visitor/contractor setups

• Work within SLAs

• Administer SharePoint Online (sites, permissions, external sharing)

• Manage user lifecycle in Microsoft Entra ID (Azure AD)

• Manage M365 groups, distribution lists, and shared mailboxes

• Handle SSO and MFA enrollment and troubleshooting

• Reset credentials and manage access permissions per security policies

• Enroll and configure devices in Intune (Windows/macOS)

• Manage security policies, compliance profiles, and baselines

• Deploy software and updates via Intune

• Troubleshoot compliance issues and report endpoint security status

• Maintain hardware inventory across global offices

• Provision and offboard users and devices (new starters, deprovisioning, recovery)

• Run IT inductions and maintain the IT knowledge base

• Contribute to IT policies and SOPs; maintain an IT asset register

• Track software licences and flag renewals/compliance issues

• Identify obsolescence risks and aging hardware