Helpdesk Support Specialist

Join Our Team at Lean Solutions Group (LSG)! Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams. At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.
Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Role Overview:

We are seeking a high-performing Helpdesk Support Specialist to join our BPO technical support team. In this fast-paced client-facing environment, you will serve as the primary point of contact for external client end-users requiring immediate technical assistance across phone, live chat, and web tickets.

This role demands rapid ticket triage, precise first-contact resolution (FCR), and strict adherence to client-specific Service Level Agreements (SLAs) using ServiceNow. The primary objective is to minimize end-user downtime by resolving basic to intermediate technical issues on first contact or escalating complex issues to Tier 2/Tier 3 teams with comprehensive, audit-ready diagnostic logs.

Key Responsibilities

Multi-Channel Triage & SLA Management

• Serve as the frontline support agent for global end-users, logging, categorizing, and prioritizing incoming support requests via phone calls, live chats, and email tickets in ServiceNow.
• Actively monitor individual and team queues to hit strict BPO performance metrics, including First-Contact Resolution (FCR), Average Handling Time (AHT), and SLA response/resolution targets.
• Identify high-impact incidents or widespread systemic outages immediately and initiate severity escalation procedures per client-specific Account Operating Procedures (AOP).
• Route unresolved L1 tickets to Tier 2/Tier 3 engineering groups within ServiceNow, attaching complete diagnostic context, troubleshooting history, and standard transfer logs.

Technical Support & Identity Access

• Perform initial diagnostics for hardware, desktop applications, operating systems, network connectivity, and peripheral devices.
• Process high-volume access requests, password resets, and account unlocks using Active Directory, Microsoft Entra ID (Azure AD), and client-specific Identity Access Management (IAM) systems.
• Assist users with standard enterprise productivity applications (Microsoft 365, Google Workspace), enterprise VPN configurations, single sign-on (SSO), and remote desktop environments.
• Maintain thorough, standardized ticket notes following BPO quality assurance standards to ensure an accurate audit trail from ticket creation through resolution.

Knowledge Management & Client Communication

• Maintain a professional, empathetic, and customer-focused composure while handling multi-channel support during peak call/chat volume.
• Utilize client-specific ServiceNow Knowledge Base (KB) articles to execute standardized Work Instructions (WIs) and SOPs.
• Flag missing or outdated documentation and submit knowledge base article recommendations based on recurring incident trends across support queues.

Qualifications & Skills

Required Experience & Technical Skills

• Experience: 1–3 years of hands-on technical support or IT helpdesk experience within a BPO, Shared Services, or Managed Service Provider (MSP) environment.
• Ticketing Systems: Advanced working knowledge of ServiceNow for incident creation, queue monitoring, SLA tracking, and KB navigation.
• Operating Systems & Hardware: Hands-on experience troubleshooting Windows and macOS operating systems, laptops, mobile devices, and peripherals.
• Directory Services: Practical experience with Active Directory, Microsoft Entra ID (Azure AD), and enterprise access provisioning tools.
• Networking & Remote Access: Core understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, and VPN client troubleshooting).
• Productivity Suites: Proficiency in supporting Microsoft 365, Google Workspace, multi-factor authentication (MFA) apps, and remote access software.

Nice-to-Have Skills

• ITIL v4 Foundation certification or familiarization with ITIL framework concepts (Incident, Problem, and Service Request Management).
• CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals credentials.
• Experience handling simultaneous live chats while maintaining call and ticket quality scores.
• Experience working in a 24/7 shift rotational environment handling international client accounts.

Soft Skills & Core Competencies

• Metrics & SLA Awareness: Strong understanding of key performance indicators (KPIs) like FCR, CSAT, AHT, and SLA compliance.
• Customer Service Excellence: High level of professional communication skills tailored for non-technical users under tight time constraints.
• Problem-Solving under Pressure: Ability to quickly isolate root causes in high-volume environments without sacrificing accuracy.
• Adaptability: Willingness to quickly learn diverse client software applications, proprietary tools, and evolving standard operating procedures.
• Attention to Detail: Meticulous note-taking habits that eliminate duplicate work when escalating tickets.

Join the Lean Solutions Group! Innovate, grow your career, and make a real impact with a fast-paced, collaborative global team.