IT Service Desk II – Technical Support

About the role

Teleperformance is seeking an IT Service Desk II to manage Service Desk operations and provide first‑line technical assistance to internal customers via phone and email. The role involves remote troubleshooting, ticket handling, and ensuring incidents are resolved within defined SLAs.

Key responsibilities

• Act as the first point of contact for technical assistance, handling requests by phone or email.
• Perform remote diagnostics, determine appropriate solutions, and guide users through problem‑resolution steps.
• Create, update, and close tickets in the IT Service Management System with complete and accurate information.
• Escalate unresolved issues to higher‑level support teams while maintaining communication with the requester.
• Provide end‑user support for software, desktop applications, system access, password resets, and account issues.
• Manage Active Directory accounts, organizational units, security groups, and apply Group Policies.
• Document troubleshooting steps and solutions in the knowledge base.
• Identify process improvements and relay user feedback to internal teams.

Required profile

• English proficiency at B1 level or higher.
• Minimum 2 years of experience in an IT Service Desk or IT support environment.
• Familiarity with ticketing systems and incident management processes in an enterprise setting.

Required skills

• Strong knowledge of Windows operating systems and desktop support.
• Active Directory administration, including user provisioning and Group Policy management.
• Experience with Azure Entra ID, Microsoft 365, Intune, and Tanium.
• Understanding of ITIL principles (a plus).
• Ability to document actions and maintain accurate logs.