IT Help Desk Specialist

About the role

We are looking for an IT Help Desk Specialist to join Uni Systems' UniQue team. The role serves as the primary point of contact for users with IT‑related requests, ensuring timely resolution and high‑quality support.

Key responsibilities

• Receive and log user requests via email, phone, Teams, or in person using the Service Desk ticketing system.
• Identify, diagnose, and resolve hardware and software incidents, escalating to third‑party vendors when necessary.
• Manage user accounts, access permissions, and group memberships across Microsoft Azure, Microsoft 365, and Entra ID.
• Maintain and enrich the knowledge base and document IT processes.
• Handle hardware assets – receiving, labeling, imaging, enrollment, storage, and decommissioning – and keep the asset inventory up to date.
• Assist users in setting up meetings and video calls.

Required profile

• Minimum 4 years of experience in an IT Service Desk, Help Desk, or similar support role.
• Strong knowledge of IT service management and ITIL practices; ITIL certification is mandatory.
• Excellent written and spoken English with strong communication and customer‑focused skills.
• Ability to work independently, prioritize multiple requests, and meet agreed SLAs.

Required skills

• Hands‑on experience with Microsoft Azure and Microsoft 365 environments.
• Practical experience with Microsoft Entra ID (Azure AD) for user and group management.
• Proficiency with Microsoft Intune for device enrollment, configuration, and compliance.
• Familiarity with Azure Virtual Desktop (AVD) and its troubleshooting.
• Experience using a Service Desk ticketing system.