IT Helpdesk Support (L1/L2 & IT Operations)

Job description

We are seeking a detail-oriented and professional IT Helpdesk Support specialist to join our growing IT Operations team in Vacoas-Phoenix, Mauritius. The IT Support Specialist is responsible for delivering Level 1 and Level 2 technical support across QIMA’s global IT environment. The role ensures smooth operation of end-user IT services and supports ISO 27001 compliance activities. Key Responsibilities End-User Support & Service Desk Provide day-to-day IT support, manage tickets within SLA, diagnose and resolve issues, and ensure high user satisfaction. IT Service Delivery & Platform Administration Support Office 365, SSO, VPN, endpoint security tools, and manage user lifecycle including provisioning, licensing, and access control. Hardware & Local IT Support Configure and maintain end-user devices, support onboarding/offboarding, and troubleshoot network and peripheral issues. IT Operations & Monitoring Perform routine system checks, monitor alerts, ticket queues, and support patching and antivirus deployment. Access & Identity Management Manage user access, enforce MFA and password policies, and maintain audit-ready documentation. IT Asset Management Maintain asset inventory, ensure lifecycle management, and support joiner/mover/leaver processes. Security & ISO 27001 Compliance Execute ISMS controls, support audits, report risks, and assist with incident response. Incident, Change & Vendor Management Support incident resolution, change processes, and liaise with vendors. Knowledge Management & Continuous Improvement Maintain documentation, contribute to knowledge base, and improve IT processes. **Required Qualifications:** 1-3 years of experience in IT helpdesk support or Level 1/Level 2 technical support role Proficiency with Windows and/or macOS operating systems Experience with ticketing systems and IT service management platforms Knowledge of Active Directory and user account management Strong hardware troubleshooting and diagnostic skills Basic understanding of networking concepts and protocols Excellent written and verbal communication skills Ability to work efficiently in a fast-paced, multi-user environment Strong organizational and time management abilities Customer service orientation with a supportive approach to problem-solving **Preferred Qualifications:** IT operations experience or background IT support certification (CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent) Proficiency with remote support tools (TeamViewer, AnyDesk, or similar) Knowledge of VPN, security protocols, and IT infrastructure basics Experience with IT asset management systems Familiarity with office productivity software and collaboration tools Experience supporting users in a corporate or multi-department environment Who Are We Looking for: Adapted to supporting users across different time zones and cultures. Great ITSM ticking skills and communication skills Self-improving, proactive and eager for challenges and new skills especially AI. Capacity to work collaboratively with different teams and other IT Support members globally. Established in 2004, CIDP is an international Contract Research Organisation (CRO) specialising in high-performance Research & Development activities. With more than 20 years of experience, CIDP has established a strong international presence through its centres in Mauritius, Brazil, India and Romania, providing comprehensive research project support to clients worldwide. CIDP has recently integrated QIMA Life Sciences. This integration brings together CIDP’s longstanding scientific and clinical research expertise with QIMA’s global capabilities and resources.