Service Desk Specialist

This position plays a crucial role in ensuring uninterrupted IT services and solutions for global operations. The ideal candidate will have strong technical expertise, effective communication skills, and the ability to work efficiently in a remote environment.

Key Responsibilities

• Incident Management : Respond promptly to service desk requests from international users, diagnose technical issues, and resolve incidents within agreed service levels across different time zones in accordance with defined SLAs.
• Problem Resolution : Troubleshoot and resolve hardware, software, and network‑related issues for desktops, laptops, mobile devices, and other IT infrastructure remotely.
• Service Requests : Manage user requests for account management, access permissions, and system setups in accordance with defined SLAs.
• Ticketing System : Oversee the management of incidents and problems, ensuring all user requests are managed through the global ticketing system.
• Documentation : Maintain detailed and accurate logs of incidents, actions taken, and resolutions in the service desk system.
• User Training : Provide remote guidance and orientation to end‑users on IT systems, tools, and processes.
• Escalation : Escalate unresolved issues to user support, onsite or infrastructure teams as needed.
• Proactive Monitoring : Monitor system performance remotely, identify potential issues, and recommend solutions to ensure optimal operation.
• Collaboration : Work closely with IT teams across different regions to enhance service delivery and support processes.
• Perform troubleshooting to diagnose and resolve problems (e.g., repair or replace parts, debugging, etc.) remotely.
• Provide orientation and training to users on how to operate new software and equipment.
• Install and configure appropriate software and functions according to global specification.
• Checking computer hardware (HDD, mouse, keyboards, etc.) remotely to ensure functionality.
• Maintain records / logs of repairs, fixes, and maintenance schedules for offshore users.

Qualifications & Skills

Working Conditions

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