Help Desk Support Officer

For one of our clients, we are looking for a Help Desk Support Officer . You’ll manage incidents and service requests, own ticket lifecycles and SLA adherence, and coordinate escalations to L2/L3 teams to resolve complex issues in a fast-paced support environment.

Key responsibilities

• Answer hotline calls, emails, and helpdesk requests professionally and promptly
• Create, classify, assign and track incidents and requests in JIRA Service Desk
• Monitor queues and drive tickets to resolution; ensure proper follow-up until closure
• Maintain SLA compliance, follow escalation paths, and enforce support processes
• Provide L1 troubleshooting for systems, apps, user issues and use remote support tools
• Escalate complex incidents to L2/L3 and coordinate resolution activities
• Confirm resolution with users and validate customer satisfaction prior to closing tickets
• Review ticket quality, resolutio...