Technical I, Global Service Desk

Responsibilities

• Provide Technical Support: Respond to incoming support requests via phone, email, chat, and ticket, addressing IT issues and inquiries for employees across the company regions.
• Troubleshoot and Resolve Issues: Diagnose and solve common technical problems related to desktops, laptops, mobile devices, printers, VPN, Access related concerns and company-specific applications.
• Manage User Accounts: Handle user access, including password resets, account creation, and permissions management for various systems (e.g., Active Directory, O365, VPN).
• Document and Track: Accurately log all support interactions and resolutions in our ticketing system.
• Escalate Problems: Escalate complex or unresolved issues to next level of support or other specialized teams, ensuring a smooth transition and follow-up.
• Maintain Knowledge Base: Contribute to and maintain our internal knowledge base with up-to-date solutions, guides, and best practices.
• Collaborate with Teams: Work closely with other IT teams to ensure a consistent and effective support process.

Qualifications

• Proven experience in an IT help desk or service desk role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365, Active Directory, and remote access tools.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Outstanding communication skills, both written and verbal, English Proficient, with a customer-centric attitude.
• Ability to work in a fast-paced, global environment and manage multiple priorities.

• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports