
Service Desk Specialist
4 weeks ago
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.
- 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.
- Educational Background: Diploma or bachelor's
degree in information technology, Computer Science, or a related field. - Technical Expertise: Proficiency in remote
troubleshooting, Windows operating systems, Microsoft Office 365, and IT
service management tools. - Certifications (preferred): ITIL Foundation
certification, CompTIA A+, or equivalent credentials. - Problem-Solving Skills: Ability to analyze
complex issues and recommend effective remote solutions. - Communication: Strong English verbal and written
communication skills; ability to convey technical information effectively to
non-technical users across various regions. - Customer Service: A proactive and empathetic
approach to addressing offshore user concerns and needs. - Teamwork: Ability to collaborate efficiently
with global teams in a remote work environment. - Flexibility: Adaptability to changing
priorities, time zones, and challenges in a dynamic offshore setup.
- Full-time remote position with flexible hours to
accommodate international time zones; may require occasional on-call support/travel
to locations. - Collaborative work environment with virtual
tools and platforms to ensure effective communication and coordination. - Opportunities for professional growth and
development within IT department.
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