IT Help Desk Support Specialist (Southern Europe)


Summary of position

  • Countries in scope: Bosnia, Bulgaria, Croatia, Czech Republic, Estonia, Greece, Latvia, Lithuania, Macedonia, Montenegro, Romania, Serbia, Slovenia, Turkey
  • Provide first and second level contact and convey resolutions to customer issues (Bausch Health corporation employees, contractors, business partners employees) – over 800 users
  • Provide support on site or with a remote support tool, walk customers through problem solving process
  • Management of operating systems and applications on workstations (performing installations and updating operating systems and applications, securing workstations)
  • Physical management of user computer equipment (desktops, laptops, tablets, printers, monitors, IP phones and other peripheral equipment)
  • Management of fixed and low-value assets
  • Purchase of IT equipment and services according to the applicable procedures
  • Administration of systems in IT infrastructure: Active Directory (user, group and computer management) and Intune (management of mobile devices and computers)
  • Helping the infrastructure team in the installation of network and server equipment
  • Administration of software licenses
  • Providing training to users on the use of computer equipment
  • Update customer data and produce activity reports
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Track, route and redirect problems to correct resources
  • Ensure proper recording, ticketing, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services
  • Project Delivery for supported site to agreed dates
  • Customer (Business) periodical satisfaction surveys

Background requirements

  • Very good knowledge of Windows systems and Office 365 applications
  • Knowledge of SCCM and Intune system handling
  • Knowledge of issues related to LAN and WAN
  • Fluent English in speech and writing
  • Good communication skills, flexibility and openness to change
  • Experience in working across Europe in different cultures is an advantage
  • Maintaining high quality of work and ethical behavior


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