Technical Help Desk Support Specialist
Há 1 mês
Spektrum is seeking a highly skilled Technical Help Desk Support Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch technical support to our clients and ensuring their seamless experience with our Learning Management System (LMS).
Key Responsibilities:
- Activating user accounts and resolving issues related to locked accounts, password resets, and reactivations
- Resolving system email failures and activating them as required
- Addressing issues related to older LMS accounts and offering guidance on account creation
- Resolving account duplication issues and analysing credentials to make necessary changes
- Securing POC approvals and addressing delivery failures by checking and modifying accounts
- Providing support to cyber security incident investigations and resolving access issues
- Assisting users with issues in tracking learning progress in the LMS platform and resolving issues with generation of course certificates
- Supporting instructors and other users with technical issues and supporting the implementation and management of a ticket system
- Providing rapid response to all user issues and ensuring that all support inquiries receive a written response within 30 minutes
Requirements:
- Experience in a help desk or technical support role, preferably with exposure to Learning Management Systems
- Ability to work independently and manage multiple tasks simultaneously
- Demonstrated ability to work collaboratively in a team environment and interact positively with multiple departments
- Excellent written and verbal communication skills, capable of conveying complex technical information in a user-friendly manner
- Demonstrated ability to handle stressful situations with calmness and empathy
- Positive attitude and a genuine desire to assist and educate users
- Strong analytical skills, capable of quickly identifying issues and determining the most efficient resolution
Desirable Skills and Experience:
- Proficiency in using diagnostic tools to troubleshoot technical issues
- A strong understanding of cybersecurity practices and protocols, ensuring the safety and privacy of user data
- Knowledge and experience of working with NCI Agency and NCI Academy
- Knowledge and experience with agile implementation methodology
Working Location: Oeiras, Portugal
Security Clearance: Valid National or NATO Secret personal security clearance
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