Help Desk Assistant – IT Support (Hybrid/On‑Site)

About the role

Our client is looking for a Help Desk Assistant to join their IT support team, providing first‑line technical assistance to office and field users in a hybrid work environment. The role is ideal for a customer‑focused professional with 2–3 years of experience supporting Microsoft cloud services.

Key responsibilities

• Serve as the first point of contact for IT incidents via phone, email and ticketing system.
• Provide Level 1–Level 2 support for hardware, software and network issues.
• Troubleshoot Microsoft 365 applications such as Outlook, Teams, SharePoint and OneDrive.
• Manage Azure Active Directory tasks including user accounts, password resets and group assignments.
• Support Windows 10/11 desktop and laptop configuration and troubleshooting.
• Handle IT tickets using ServiceNow, Jira or similar ITSM platforms.
• Perform onboarding and off‑boarding, provisioning accounts and access.
• Provide basic networking support (Wi‑Fi, VPN, printer issues) and assist field technicians.
• Escalate complex issues to senior teams and maintain accurate documentation.

Required profile

• 2–3 years of experience in a Help Desk, Service Desk or Technical Support role.
• Strong background supporting Microsoft 365 environments.
• Working knowledge of Azure Active Directory (Entra ID).
• Experience with Windows 10/11 support and troubleshooting.
• Familiarity with IT ticketing systems such as ServiceNow, Jira or Freshservice.
• Excellent communication and customer‑service skills.

Required skills

• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Azure Active Directory / Entra ID
• Windows 10/11
• ServiceNow, Jira (or similar ITSM tools)
• Basic networking (DNS, DHCP, VPN, Wi‑Fi)
• Microsoft Intune / Endpoint Manager (nice to have)