Learning Help Desk Expert r. 1179

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Minds

Talent Acquisition Specialist @ Upco
Minds | Master's in Economics

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 the 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.

Key Responsibilities

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 transfer tickets across networks with zero data loss.
• Ensure all escalation procedures are executed correctly, maintaining full traceability and documentation.

3. User Account and Course Support

• Support users in account activation, enrolment, and course progression.
• Resolve user issues promptly and ensure certificates are generated accurately.
• Maintain a user satisfaction rate of at least 95%.

4. Reporting

• Prepare and submit a comprehensive monthly report, including ticket volumes, performance metrics, escalation trends, and user feedback.
• Develop actionable recommendations for process, system, and user experience (UX) improvements based on operational data and user insights.

6. Agile Delivery

• Deliver all services in defined 5-day sprints, ensuring timely completion and alignment with quality standards.

Requirements

Experience and Background

• Minimum of 5 years of experience in a Help Desk or IT Support role, preferably in
  - system environments (e. g. , LMS, TMS, or equivalent).
• Proven track record of providing excellent customer service and maintaining high satisfaction levels.

Technical Expertise

Minimum of 5 years of
- on experience in:

• Hardware and software troubleshooting (desktops, laptops, printers, peripherals, and operating systems including Windows, mac
  OS, and Linux).
• Networking fundamentals (TCP/IP, DNS, DHCP) and resolution of connectivity issues.
• Administration and support of Active Directory or equivalent directory services.
• Diagnosing and resolving information security issues (e. g. , malware detection, patch management).
• Power
  Shell scripting for automation, configuration management, and advanced troubleshooting.

System and Server Management

• Minimum of 5 years of experience administering Windows Server and Linux environments, including permissions management, backups, and performance monitoring.
• Experience managing virtualized environments and knowledge of virtualization technologies.

Advanced Support Skills

• Ability to handle and elevate
  - priority incidents, coordinating with Level 2 and Level 3 support teams.
• Proven ability to manage complex technical issues
  -
  - end.
• Strong documentation skills for technical procedures, manuals, and
  - user guides.
• Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly to
  - technical users.
• Strong
  - service orientation, with empathy, patience, and professionalism under pressure.
• Effective collaboration with
  - functional teams and multiple stakeholders.
• Strong analytical and
  - solving abilities.

Desired Skills and Qualifications

• Experience using ITSM or equivalent ticketing systems.
• Understanding of cybersecurity best practices and data privacy protocols.
• Experience supporting collaboration platforms (Webex, Microsoft Teams, etc. ), including meeting scheduling, room integration, and live troubleshooting.
• Experience with
  - visual (AV) systems support for meetings and corporate events.
• Industry certifications such as MCSA, Comp
  TIA Server+, CCNA, MD-100/MD-101, or equivalent are preferred.
• A dynamic, fast‑paced environment with continuous growth opportunities.
• Work with cutting‑edge technologies.

We commit to promoting Inclusion & Diversity by creating a working environment where all employees are treated with dignity and respect and where individual differences are valued. We offer equal opportunity in all aspects of employment.