Learning Help Desk Expert r. 1179

We are looking for one talented and experienced Learning Help Desk Specialist who will be responsible for ensuring the smooth and efficient operation of the ALE (Academy Learning Environment) Help Desk for one of our major clients in Defense Sector. The role provides end-to-end support for users, manages incident resolution and escalation, and contributes to continuous improvement through data-driven insights. Services are delivered in agile sprints of five (5) working days, executed by a single dedicated resource.Key Responsibilities1. Help Desk OperationsManage the operation of the ALE Help Desk, ensuring that all user requests are logged, tracked, and resolved efficiently.Provide written responses to all incoming requests within 30 minutes.2. Ticket Escalation and ManagementCreate, manage, and transfer tickets across networks with zero data loss.Ensure all escalation procedures are executed correctly, maintaining full traceability and documentation.3. User Account and Course SupportSupport users in account activation, enrolment, and course progression.Resolve user issues promptly and ensure certificates are generated accurately.Maintain a user satisfaction rate of at least 95%.4. ReportingPrepare and submit a comprehensive monthly report, including ticket volumes, performance metrics, escalation trends, and user feedback.5. Continuous ImprovementDevelop actionable recommendations for process, system, and user experience (UX) improvements based on operational data and user insights.6. Agile DeliveryDeliver all services in defined 5-day sprints, ensuring timely completion and alignment with quality standards.RequirementsExperience and BackgroundMinimum of 5 years of experience in a Help Desk or IT Support role, preferably in multi-system environments (e.g., LMS, TMS, or equivalent).Proven track record of providing excellent customer service and maintaining high satisfaction levels.Technical ExpertiseMinimum of 5 years of hands-on experience in:Hardware and software troubleshooting (desktops, laptops, printers, peripherals, and operating systems including Windows, macOS, and Linux).Networking fundamentals (TCP/IP, DNS, DHCP) and resolution of connectivity issues.Administration and support of Active Directory or equivalent directory services.Diagnosing and resolving information security issues (e.g., malware detection, patch management).PowerShell scripting for automation, configuration management, and advanced troubleshooting.System and Server ManagementMinimum of 5 years of experience administering Windows Server and Linux environments, including permissions management, backups, and performance monitoring.Experience managing virtualized environments and knowledge of virtualization technologies.Advanced Support SkillsAbility to handle and escalate high-priority incidents, coordinating with Level 2 and Level 3 support teams.Proven ability to manage complex technical issues end-to-end.Strong documentation skills for technical procedures, manuals, and end-user guides.Additional CompetenciesExcellent written and verbal communication skills in English, with the ability to explain technical concepts clearly to non-technical users.Strong customer-service orientation, with empathy, patience, and professionalism under pressure.Effective collaboration with cross-functional teams and multiple stakeholders.Strong analytical and problem-solving abilities.Desired Skills and QualificationsExperience using ITSM or equivalent ticketing systems.Understanding of cybersecurity best practices and data privacy protocols.Experience supporting collaboration platforms (Webex, Microsoft Teams, etc.), including meeting scheduling, room integration, and live troubleshooting.Experience with audio-visual (AV) systems support for meetings and corporate events.Industry certifications such as MCSA, CompTIA Server+, CCNA, MD-100/MD-101, or equivalent are preferred.BenefitsCompetitive renumeration packageA dynamic, fast-paced environment with continuous growth opportunitiesWork with cutting-edge technologiesFounded in 1997 in Brussels, UpcoMinds has grown into a trusted IT partner, specializing in Project Development, Consulting, Strategic Teaming, and R&D & Innovation.With offices in Belgium, Greece, and Cyprus, we empower organizations across Europe to deliver complex, high-impact technology initiatives that drive strategic, operational, and digital transformation.Our team of 200+ top-tier professionals brings deep expertise and agility to every engagement. Working through in an agile, hybrid operating model, we combine on-site collaboration with distributed delivery to provide speed, adaptability, and localized attention, all at a multinational scale.Find out more about us at www.upcominds.comWe commit to promote Inclusion & Diversity by creating a working environment where all employees are treated with dignity and respect and where individual differences are valued. We offer equal opportunity in all aspects of employment.Our recruitment consultants will go through your Curriculum Vitae as soon as possible and get back to you to discuss the opportunity for which you apply. If you don’t hear from us in the coming ten (10) working days, you may consider that you have not been selected for the particular job.