Service Desk Specialist

Key Responsibilities

• Incident Management:
  Respond promptly to service desk requests from international users, diagnose technical issues, and resolve incidents within agreed service levels across multiple time zones, in line 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 including account provisioning, access permissions, and system setup in accordance with established SLAs.
• Ticketing System Management:
  Ensure all incidents, service requests, and problems are logged, tracked, and resolved through the global ticketing system.
• Documentation:
  Maintain accurate and detailed records of incidents, troubleshooting steps, and resolutions within the service desk system.
• User Support & Training:
  Provide remote guidance, onboarding suppor...