Help Desk Specialist

Bulutistan; Fatih; On-site; TRY 1,800,000 - 2,500,000; Full time

Job summary

Bulutistan, Türkiye’s leading local cloud service provider, seeks a Help Desk Specialist to join the Technology Operations Team. You will be the first point of contact for end users, delivering prompt technical support for hardware, software, and connectivity and logging requests in the ticketing system.

You will troubleshoot Windows and Microsoft 365 issues, assist with user accounts and onboarding, document solutions, and help improve IT support processes while upholding security standards.

Qualifications

• Bachelor’s or associate degree in Information Technology or a related field.
• Previous Help Desk/IT Support experience preferred.
• Basic knowledge of Windows OS, Microsoft 365, and common desktop support tools.
• Familiarity with account management, access permissions, and onboarding/offboarding IT requirements.
• Strong communication and customer-oriented approach.

Responsibilities

• Provide first-level technical support to end users for hardware, software, OS, and connectivity issues.
• Log, prioritize, and track IT requests via the ticketing system with timely resolution.
• Troubleshoot Windows OS, Microsoft Office, email, printers, and peripherals.
• Assist with user accounts, password resets, permissions, and onboarding/offboarding IT requirements.
• Support installation, configuration, and maintenance of IT equipment.
• Diagnose basic network issues and escalate complex incidents as needed.
• Maintain documentation of requests, troubleshooting steps, and solutions in the knowledge base.
• Monitor recurring issues and contribute to IT support process improvements.
• Ensure compliance with IT policies and information security standards.
• Provide professional, service-oriented support and clear communication to end users.

Education

Bachelor’s degree or associate degree in Information Technology or related field

Tools

Windows OS

Microsoft 365

Ticketing system

Job description

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 elevate 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.