Consultant Helpdesk L1

About the role

We are seeking a Helpdesk Level 1 Consultant to provide first‑line IT support to internal users. The consultant will be the initial point of contact, responsible for receiving user requests, logging them in the ticketing system, and ensuring each request is tracked through resolution. Daily tasks include diagnosing common technical incidents, applying predefined solutions, and closing tickets with proper documentation. When an issue cannot be resolved within the scope of Level 1, the consultant escalates it to the Level 2 support team, maintaining clear communication throughout the process.

Key responsibilities

• Receive and log user requests through the ticketing system.
• Manage tickets from creation to closure, ensuring accurate documentation.
• Diagnose and resolve routine incidents and service requests.
• Escalate unresolved or higher‑complexity issues to Level 2 support.
• Document solutions and update knowledge‑base entries.
• Ensure compliance with service‑level agreements.
• Perform routine system checks to identify potential issues.
• Provide guidance to users on basic troubleshooting steps.

Required profile

Required skills