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 t...