IT Help Desk Specialist

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

• Fluency in English and Spanish (written and spoken).

• at least 3-year experience in IT Help Desk, Desktop Support, or Technical Support roles.

• Good knowledge of Windows operating systems, Microsoft 365, Active Directory, computer hardware, and basic networking concepts.

• Strong troubleshooting and problem-solving skills, with the ability to identify and resolve technical issues efficiently.

• Customer-oriented mindset with excellent communication and interpersonal skills.

• Ability to prioritize tasks, manage multiple support requests, and work effectively under pressure.

• Highly organized, proactive, and committed to delivering high-quality user support.

• Experience with ticketing systems and IT service management tools is an advantage.

• Native or professional proficiency in Chinese is a strong plus.

As an IT Help Desk Specialist, your mission is to provide first-line technical support to BYD Iberia employees, ensuring the smooth operation of IT services, systems, and end-user devices. You will play a key role in resolving technical issues, supporting users, and maintaining a productive and efficient IT environment across the organization.

• Provide first-level IT support for hardware, software, network, and system-related issues through ticketing systems, phone, email, and in-person assistance.

• Diagnose, troubleshoot, and resolve end-user technical problems, escalating complex issues to higher-level support teams when required.

• Install, configure, and maintain desktop computers, laptops, mobile devices, printers, and other IT equipment.

• Support Microsoft 365, business applications, user accounts, access management, and password-related requests.

• Monitor and manage IT service requests, ensuring timely resolution and adherence to service level agreements (SLAs).

• Assist in onboarding and offboarding employees, including account creation, device setup, and access provisioning.

• Maintain accurate records of incidents, requests, asset inventories, and technical documentation.

• Collaborate with the EU IT and HQ IT teams on system upgrades, deployments, maintenance activities, and IT improvement initiatives.

• Provide user training and guidance on IT tools, cybersecurity awareness, and best practices.

• Ensure compliance with company IT policies, security standards, and relevant legal requirements.