Summary: The Service Desk Support role requires a fluent Turkish speaker to provide first-line technical support within an IT support team. The professional will resolve hardware, software, and network issues while ensuring a high level of customer service for Turkish-speaking users. Responsibilities include incident management, effective communication, and collaboration with internal teams. The position emphasizes timely resolution of service requests and user training.

Key Responsibilities:

• Provide first-line IT support to end-users, including assistance with hardware, software, operating systems, and networking issues via phone, email, or chat.
• Log, categorize, prioritize, and resolve incoming incidents and service requests in the IT service management system (e.g., ServiceNow, Jira Service Desk).
• Communicate effectively with Turkish-speaking end-users, ensuring clear and concise instructions are provided for troubleshooting steps, workarounds, and resolutions.
• Diagnose technical issues, provide solutions, and escalate more complex incidents to the appropriate technical team if necessary.
• Deliver exceptional customer service by ensuring all requests are handled in a timely and professional manner.
• Maintain accurate records of service desk requests, incidents, and resolutions.
• Contribute to the knowledge base by documenting solutions and troubleshooting procedures.
• Work closely with the internal IT team, IT infrastructure specialists, and third-party vendors to ensure prompt resolution of escalated technical issues.
• Provide remote support for users, including troubleshooting and resolving issues related to VPN, email clients, printers, and other enterprise software tools.
• Assist users with basic training on hardware, software applications, and IT policies.
• Follow defined service level agreements (SLAs) to ensure that issues are addressed within agreed timelines.

Key Skills:

• Fluency in Turkish, with strong communication skills in both written and spoken Turkish.
• Basic understanding of operating systems (Windows, macOS, Linux).
• Knowledge of networking concepts (TCP/IP, VPN, DNS, DHCP) and troubleshooting basic network connectivity issues.
• Experience with helpdesk software such as ServiceNow, Jira Service Desk, or similar IT service management platforms.
• Familiarity with Microsoft Office Suite, Google Workspace, and other commonly used productivity tools.
• Experience with remote desktop tools and troubleshooting software-related issues.

Salary (Rate): undetermined

City: undetermined

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT