IT Service Desk II – Technical Support Specialist

About the role

Teleperformance is looking for an IT Service Desk II to join its support team. The role serves as the first point of contact for customers needing technical assistance, handling incidents and service requests through phone, email, and remote tools.

Key responsibilities

• Provide first‑line technical support via phone and email, troubleshooting issues remotely.
• Log, track, and resolve incidents and requests in the IT Service Management System, ensuring compliance with SLAs.
• Escalate unresolved problems to higher‑level support teams and follow up with users until resolution.
• Maintain accurate documentation of actions, solutions, and knowledge‑base articles.
• Perform end‑user tasks such as password resets, account provisioning, and software assistance.
• Administer Active Directory accounts, security groups, and apply Group Policies.
• Identify process improvements and relay user feedback to internal teams.

Required profile

• Minimum 2 years of experience in an IT Service Desk or support environment.
• Proficiency in English (minimum B1 level).
• Familiarity with ticketing systems and incident‑management processes.
• Experience working in enterprise IT settings.

Required skills

• Strong knowledge of Windows operating systems and desktop support.
• Active Directory administration, including user accounts, OU management, and security groups.
• Working knowledge of Azure Entra ID, Microsoft 365, Intune, and Tanium.
• Understanding of ITIL principles and service‑management best practices.
• Experience with ticketing tools and incident escalation procedures.