Service Desk Technician

About the role

The Service Desk Technician is responsible for resolving IT tickets that have been submitted by users across the global organization. Additionally, they take phone calls from users across all shifts from all sites globally as well as from users who may be outside of the sites. The Service Desk Technician is responsible for providing all Tier 1 support to users and escalating as appropriate, any tickets that require Tier 3 level support.

What you'll do

• Monitors and processes user requests submitted to the IT ticketing system by following the IT Procedure Manual
• Completion and closure of all tickets processed and full documentation of the change in the IT ticketing system
• Answers inbound phone calls from global users at the IT Service Desk across all shifts to include, opening a ticket on behalf of the user if one hasn’t been opened
• Provides 1st level technical support by gathering and documenting requests using IT support procedures. Must maintain accurate documentation of requests and follow…
• Troubleshoot workstations, peripherals and software in accordance with IT work instructions, standards, best practices and security requirements

What you need

• 2–5 yrs of experience
• Windows
• Hardware
• MS Office
• Ticketing tools
• Diploma