Service Desk

Job Summary

The Tier 1 Service Desk or Global Support Desk Analyst provides first line technical support to end users in a 24x7x365 environment. The role focuses on delivering high quality customer service accurate incident logging timely resolution of common IT issues and effective escalation of complex incidents. This position supports end user computing EUC business applications identity and access management messaging and basic infrastructure services across a global customer base

Responsibilities

The Tier 1 Service Desk or Global Support Desk Analyst provides first line technical support to end users in a 24x7x365 environment. The role focuses on delivering high quality customer service accurate incident logging timely resolution of common IT issues and effective escalation of complex incidents. This position supports end user computing EUC business applications identity and access management messaging and basic infrastructure services across a global customer base.

Work Environment

24x7 operations with rotating shifts on call weekend and holiday coverage as required

Hybrid work setup depending on location and business needs

Global support engagement with international users

Key Responsibilities

Service Delivery & Customer Support

Serve as the first point of contact for end user technical issues via phone email chat and ticketing tools

Provide first level resolution for EUC account provisioning password resets messaging VPN or connectivity and L1 business application support

Deliver desk side or remote assistance as required

Demonstrate strong customer service communication and listening skills in all interactions

Incident & Request Management

Log categorize prioritize update and close incidents and service requests accurately within defined SLAs

Perform initial troubleshooting root cause identification and resolution for standard issues

Escalate unresolved or high impact incidents to appropriate resolver groups per ITIL guidelines

Monitor tickets through resolution and maintain ownership until closure

Technical Support Scope L1

Active Directory user management password resets account unlocks basic account administration

Email and messaging support Outlook or Exchange basic mailbox issues

Desktop and laptop hardware or software support MacOS Windows OS MS Office Adobe standard applications

VPN remote access and basic network connectivity troubleshooting

Use of remote support tools to diagnose and resolve user issues

Documentation & Compliance

Ensure accurate and complete documentation of incidents resolutions and workarounds

Follow ITIL aligned incident request and escalation processes

Maintain data confidentiality access controls and security practices

Collaboration & Continuous Improvement

Work effectively with multi vendor resolver groups and internal support teams

Show initiative in learning new technologies tools and processes

Participate in process improvement initiatives knowledge base updates and operational projects when required

Required Qualifications & Experience

2 to 4+ years of experience in IT Service Desk or Helpdesk or Global Support environments

Prior experience supporting international customers in a voice based support model preferred

Exposure to 24x7 operations and production support environments

ITIL Foundation certification (preferred)

Technical diploma or bachelors degree in IT Computer Science or related discipline (or equivalent experience)

Technical Skills

• Ticketing tools: ServiceNow Remedy or equivalent ITSM platforms

End User Computing (EUC) and desktop support

Active Directory and identity management basics

Messaging platforms (Exchange or Outlook Lotus Notes exposure a plus)

Remote support tools (e.g. Bomgar DameWare VNC)

Basic understanding of networking concepts (VPN WiFi connectivity issues)

Microsoft 365 and common enterprise applications

Core Competencies & Soft Skills

Excellent verbal and written communication skills

Strong customer service orientation and professionalism

Analytical thinking and structured troubleshooting approach

Ability to work independently with minimal supervision

Confidence handling critical or high pressure situations

Strong interpersonal and coordination skills