Service Desk Technician

What you'll do

• Provide first-level technical support to end users via phone, email, and chat channels.
• Create, categorize, prioritize, and manage tickets in the ITSM tool while meeting SLA requirements.
• Diagnose and resolve issues with desktops, laptops, operating systems, and Microsoft Office applications.
• Escalate complex incidents to appropriate resolver groups while maintaining ownership until closure.
• Use remote support tools to troubleshoot and resolve technical issues for users in multiple locations.
• Support incident recovery activities and service outage communications in collaboration with technical teams.
• Maintain accurate documentation of troubleshooting steps and resolutions for knowledge management and reporting.

What we're looking for

• 2-3 years of experience in Service Desk, Help Desk, Technical Support, IT Support, or Contact Center environments.
• Experience supporting global clients in a 24x7 operations model.
• Prior experience in voice-based technical support or international service desk operations (preferred).
• Hands-on experience with ITSM/ticketing tools such as ServiceNow (preferred), Remedy, Siebel, CA Helpdesk, or similar platforms.
• Strong troubleshooting skills across Windows operating systems, Microsoft Office Suite, desktop applications, and computer hardware.
• Experience using remote support and diagnostic tools to resolve end-user technical issues.
• Working knowledge of Active Directory, password management/reset tools, domain environments, and user account administration.
• Understanding of network connectivity concepts including LAN/WAN, wireless networking, internet connectivity, and SOHO network configurations.