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

• 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.
  

Working Conditions

• 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.