Job Description:
Global IT Service Desk Associate serves as the initial point of contact for technical support for all company employees globally. The primary focus is to provide remote 1st level IT support, handling basic technical requests, troubleshooting, and managing incidents via an IT Service Management (ITSM) system. This includes tasks like password resets, account unlocks and resolving hardware and software related issues. The role also involves documenting and escalating more complex issues to regional support or specialized teams as necessary.
The ideal candidate will have excellent communication and problem-solving skills, experience with IT service desk tools, and a strong customer service mindset, with the ability to handle requests efficiently across multiple time zones.
Primary Responsibilities:
• Serve as the first point of contact for all IT support requests globally, addressing issues through remote assistance.
• Identify, classify, and catalog requests by symptoms and resolutions, escalating to regional support or specialized teams (e.g., Information Security, Compliance, or System Administration) as necessary. • Utilize ITSM tools (e.g., Jira Service Management) to log, document, and track issues/ requests, ensuring accurate record-keeping.
• Follow-up on ticket requests and monitor their status to ensure timely resolution according to defined Service Level Agreements (SLAs).
• Adhere to IT guidelines and standard operating procedures, ensuring compliance with internal policies and regulatory requirements.
• Contribute to the creation and optimization of IT processes, identifying opportunities for improvement and efficiency.
• Maintain internal documentation, updating it regularly to reflect current procedures and workflows.
Requirements:
• Fluency in English (written and spoken) with excellent communication skills.
• Strong knowledge of Windows 10/11, MacOS, and the Microsoft 365 suite (e.g., Exchange, SharePoint, Teams).
• Hands-on experience with IT Service Management (ITSM) tools, such as Jira Service Management, ServiceNow, or similar platforms.
• Proven experience providing remote IT support across different time zones.
• Excellent customer service and problem-solving skills with the ability to diagnose and resolve technical issues quickly and efficiently.
• Ability to manage multiple service desk tickets simultaneously in a fast-paced environment.
• Willingness to work flexible hours to support global IT operations.
Preferred Qualifications:
• 3-4 years' experience in a global or multi-regional IT support environment.
• Familiarity with ITIL best practices for incident, problem, and service request management.
• Awareness of data privacy and security compliance in IT operations.
• Experience with Atlassian products (Jira Service Management).
• Experience with Windows 10/11 and MacOS.
Key Competencies:
• Customer Focus: Ability to provide user-centric support that meets business needs globally.
• Collaboration: Team-oriented with the ability to work across different IT teams and regions.
• Proactivity: Forward-thinking and able to identify opportunities for improving IT support processes.
• Time Management: Capable of prioritizing tasks effectively in a fast-paced environment.
• Technical Aptitude: Quick learner with an ability to adapt to evolving IT tools and systems.
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