Why This Job is Featured on The SaaS Jobs
In a SaaS company, internal IT is a direct enabler of shipping product and supporting customers, because distributed toolchains and identity-driven access sit at the center of daily work. This helpdesk role is featured because it touches the systems that underpin modern SaaS operations, including collaboration platforms, endpoint fleets, and the account lifecycle that keeps teams productive and secure.
For a SaaS career path, the long-term value comes from learning how standardised processes scale. Working through an IT service management queue, documenting recurring issues, and coordinating escalations builds fluency in operational hygiene that many SaaS organisations rely on as they add headcount. Exposure to tooling like Jira Service Management or ServiceNow, plus IAM and device management concepts, also translates well into adjacent SaaS roles in IT operations, security, and workplace technology.
This position tends to suit professionals who like structured problem solving and clear handoffs, and who take satisfaction in removing friction for internal users. It aligns with someone early to mid career in support who wants broader context across functions, and who is comfortable balancing responsiveness with careful documentation and follow-through.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Power seamless work behind the scenes!
Ever wondered what it takes to keep an entire company running smoothly behind the scenes? As an IT Helpdesk Specialist at Coveo, you’ll be the first point of contact for employees seeking technical support, making sure their day keeps moving, no matter the issue.
From solving access challenges to troubleshooting devices, your role is essential to maintaining a seamless, people-first support experience. You’ll collaborate across the organization while building strong technical foundations and a deep understanding of how IT drives productivity.
As our IT Helpdesk Specialist, you will:
Act as the first line of support for internal technical issues, including account setup, password resets, device troubleshooting, and application support.
Triage, track, and resolve requests through our IT service management system, ensuring timely and clear communication.
Escalate complex issues to higher support levels while keeping users informed and confident throughout the process.
Support onboarding and offboarding by preparing hardware and ensuring access is ready on time.
Document recurring issues and solutions to improve internal knowledge bases and self-service resources.
Here is what will qualify you for the role:
At least 2 years of experience in a technical helpdesk or a similar environment.
Foundational knowledge of Windows and macOS operating system and hardware, and common workplace tools such as Microsoft 365, Slack, and Zoom.
Strong communication and customer service skills, with the ability to explain technical concepts clearly.
A proactive mindset with curiosity and a drive to solve problems.
What will make you stand out:
Experience with IT ticketing systems such as Jira Service Management or ServiceNow.
Familiarity with identity and access management and device management tools (e.g., Entra ID, OKTA, Google Workspace, Jamf, Microsoft Intune).
Understanding of networking fundamentals (VPN, DNS, Wi-Fi).
Comfortable using command line tools to troubleshoot and investigate technical issues.
Do you think you can bring this role to life? Send us your application, we want to hear from you!
Join the Coveolife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.
Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact HR@Coveo.com to discuss your needs.
