Adv Analyst I, Infra CX

Description

Your Team

The Global Service Desk team delivers high-quality, technology-related support across 50+ offices in over 20 countries spanning 4 continents. They serve as the first line of defence for IT issues, providing timely resolution and proactive service to internal customers. Beyond reactive support, the team actively identifies performance gaps and friction points that impact user experience. They continuously seek opportunities for process improvement, innovation, and feedback-driven enhancements, ensuring a seamless and efficient technology environment across the organization.

Key Responsibilities

Technical Support & Escalation

Lead resolution of Tier 1 and Tier 2 (LAN Admin) incidents across email, phone, chat, and remote support channels.

Collaborate with cross-functional teams including Network, Systems, and CX Analysts to resolve high-impact issues.

Provide guidance and mentorship to ...