Help Desk Specialist

Help Desk Specialist
Viseu
Viseu, Viseu District, Portugal

Hybrid – Lisbon

|

Freelance / Technical Assistance

|

Security Clearance Required

About the Role

At

w
Brain

, we are seeking an experienced

Help Desk Specialist

to provide
- quality technical and user support for a
- scale

Learning Environment Platform

used by an international organization.

You'll act as the main point of contact for
- users, ensuring effective resolution of incidents, smooth platform operation, and exceptional customer satisfaction.

Key Responsibilities

• Serve as the first line of support for users of the Academy Learning Environment.
• Log, track, and resolve incidents through the ticketing system and other communication channels.
• Manage user accounts, access rights, and troubleshooting related to platform use.
• Escalate complex technical issues to the relevant technical teams when required.
• Monitor system performance and identify improvement areas in workflows and processes.
• Ensure
  - quality reporting and maintain documentation of technical incidents.
• Prepare monthly performance and satisfaction reports.

Requirements

• Minimum
  
  5 years of experience
  
  in Help Desk, IT Support, or similar roles.
• Experience with
  
  Learning Management Systems (LMS/TMS)
  
  .
• Technical proficiency in
  
  Windows, mac
  OS, and Linux
  
  troubleshooting.
• Knowledge of
  
  Active Directory, Power
  Shell, networking (TCP/IP, DNS, DHCP)
  
  .
• Strong understanding of
  
  ITSM tools
  
  (Service
  Now, Jira, etc. ).
• Excellent
  
  English communication skills (B2–C1 level)
  
  .
• Strong analytical and
  - solving skills with a
  - centric mindset.
• Eligibility for or possession of
  
  NATO Secret clearance
  
  .

Nice to have:

• Certifications such as
  
  MCSA, CCNA, Comp
  TIA Server+, MD-100/101
  
  .
• Familiarity with
  
  Webex, Teams
  
  , or AV systems support.
• Experience in international or
  - related environments.

What We Offer

• Opportunity to work in a
  - impact international environment.
• Flexible hybrid work model (Lisbon-based).
• A collaborative and multicultural team culture.
• Exposure to
  - scale digital learning transformation initiatives.

Interested?

Send your CV to

with the subject:

Help Desk – Learning Environment