User Help Desk (UHD) – Level 2 Service Desk Agent

About the role

We are looking for a Level 2 User Help Desk (UHD) Agent to provide high‑quality IT support to internal users of our Digital Workplace. The role involves troubleshooting everyday technical issues, ensuring smooth operation of computers and related services.

Key responsibilities

• Receive, log and prioritize user requests through the service desk platform.
• Diagnose and resolve common technical problems related to computer hardware, software and Digital Workplace applications.
• Escalate complex incidents to the specialist IT team while maintaining clear communication with the requester.
• Document solutions and contribute to the knowledge‑base for future reference.
• Monitor ticket status to meet agreed service‑level targets.

Required profile

• Experience in providing first‑line IT support or a similar customer‑facing technical role.
• Strong analytical mindset with the ability to follow structured troubleshooting procedures.
• Effective communication skills in English (and optionally Spanish) to interact with end‑users.
• Team‑oriented attitude and willingness to collaborate with specialist teams.

Required skills