Description

You manage technical support requests for the Global Service Desk, resolving tickets within specified timeframes while communicating progress to users throughout the lifecycle.

This role is remote.

Responsibilities

• Resolve support requests logged in the ticketing system within defined SLAs.
• Communicate ticket status and progress to users via phone and email.
• Follow established support procedures with strong attention to detail.
• Collaborate with team members to share knowledge and improve resolution capabilities.
• Continuously develop technical skills to handle a wider range of requests.

Required Skills

• 2+ years of experience in a service desk or IT support environment.
• Experience supporting Microsoft products, including Windows 11 and Office 365.
• Hands-on experience supporting laptops, multi-function devices (MFD), and video conferencing equipment.
• Strong verbal and written communication skills.
• Graduate degree in any discipline.

Preferred Skills

• Experience supporting Mac and iOS devices.
• Experience providing support to VIP users.
• Familiarity with SCCM.

Key Skills

Education

Any Gradute