Help Desk Specialist

About the Role

We are looking for a Help Desk Specialist to join our Technology Operations Team at Bulutistan, one of Türkiye’s leading local cloud service providers.

What You’ll Do

• Provide first-level technical support to end users for hardware, software, operating systems, and connectivity-related issues.
• Receive, log, prioritize, and track IT support requests through the ticketing system, ensuring timely resolution and proper follow-up.
• Troubleshoot and resolve common issues related to Windows operating systems, Microsoft Office applications, email, printers, and peripheral devices.
• Assist with user account management, password resets, access permissions, and onboarding/offboarding IT requirements.
• Support the installation, configuration, and maintenance of computers, laptops, software, and other IT equipment.
• Diagnose basic network connectivity issues and escalate complex incidents to the relevant technical teams when necessary.
• Maintain accurate documentation of support requests, troubleshooting steps, and solutions in the knowledge base.
• Monitor recurring issues, identify opportunities for improvement, and contribute to enhancing IT support processes.
• Ensure compliance with internal IT policies, information security standards, and established procedures.
• Provide a professional, service-oriented support experience and communicate technical information clearly to end users.

What We’re Looking For

• Bachelor’s degree or associate degree in Information Technology, Computer Engineering, or a related field.
• Previous experience in a Help Desk, IT Support, or Technical Support role is preferred.
• Basic knowledge of Windows operating systems, Microsoft 365 applications, and common desktop support tools.
• Familiarity with computer hardware, software installation, troubleshooting, and basic networking concepts.
• Understanding of user account management, access permissions, and IT service management processes.
• Experience with ticketing systems and IT support documentation is an advantage.
• Strong analytical thinking and problem-solving skills, with the ability to prioritize tasks effectively.
• Good communication and interpersonal skills, with a customer-oriented approach.
• Ability to work collaboratively with different teams and manage multiple support requests.
• Eagerness to learn, take initiative, and continuously improve technical knowledge.