Technical Help Desk Support Specialist

Há 1 mês


Lisboa, Lisboa, Portugal Spektrum Tempo inteiro
Job Description

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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