P2619-ITHelpdeskSupportSpecialist

As our**IT Helpdesk** , your mission is to champion a seamless, modern, and reliable digital experience for every employee. Acting as the primary point of contact, you will blend responsive, high-quality technical support with excellent user service to keep our daily operations running smoothly. Beyond fixing immediate issues, you will play a vital role in maintaining a secure, stable environment, driving the adoption of new digital tools, and collaborating cross-functionally to uphold organizational standards **Requirements** ### **End-User Support & Workplace Operations** * Provide professional 1st and 2nd level support to employees for hardware, software, and connectivity issues via the ticketing system, phone, chat, and in person. * Install, configure, and maintain end-user equipment (laptops, mobile devices, peripherals) and standard business applications, including the Microsoft 365 environment. * Manage user accounts, access rights, and onboarding/offboarding processes in collaboration with the HR and IT teams. * Troubleshoot Microsoft 365 issues (Outlook, Teams, SharePoint, OneDrive) and support meeting room and audiovisual equipment for on-site and hybrid collaboration. * Provide on-site support for local IT infrastructure – including network connectivity, on-premises equipment, and building-related IT – in close coordination with the infrastructure and network teams. * Document incidents, requests, and resolutions in the IT service management tool, ensuring accurate tracking and timely follow-up. * Escalate complex issues to specialized teams while ensuring proper handover and clear communication with users. * Maintain the IT knowledge base and user documentation and contribute to the continuous improvement of support processes and tool adoption. ### **Operational & Security Compliance** * Regulatory Compliance: Ensure that workplace configurations and support procedures adhere to corporate policies, specifically within the GxP-regulated framework, with at