Academy Learning Environment Help Desk

Academy Learning Environment Help Desk
Viseu
Viseu, Viseu District, Portugal

Overview

We are looking for one talented and experienced Learning Help Desk Specialist who will be responsible for ensuring the smooth and efficient operation of the ALE (Academy Learning Environment) Help Desk for one of our major clients in Defense Sector. The role provides
-
- end support for users, manages incident resolution and escalation, and contributes to continuous improvement through
- driven insights. Services are delivered in agile sprints of five (5) working days, executed by a single dedicated resource.

1. Help Desk Operations

• Manage the operation of the ALE Help Desk, ensuring that all user requests are logged, tracked, and resolved efficiently.

• Provide written responses to all incoming requests within 30 minutes.

2. Ticket Escalation and Management

• Create, manage, and