Representative, Global Service Desk

Job Title:
Representative, Global Service Desk

Job Description:
The Role: Global Service Desk Representative

The IT Global Service Desk Representative is responsible for providing IT support to all employees globally via a call center setting. This role involves handling inbound workload through calls, chats, and self-service platforms. Additionally, the representative will manage access requests, monitor alerts, address queries, and work on IT Service Management (ITSM) processes to ensure efficient and effective service delivery. The Global Service Desk team aims to deliver solutions with quality, professionalism, and excellent customer experiences to both technical and non-technical employees globally.

In this role you will:
- Respond to and troubleshoot IT support inquiries via phone, chat, and self-service.- Effectively manage access while complying to organizational policies and security standards.- Monitor and respond to IT alerts, proactively addressing any issues to minimize their impact.- Address employee queries effectively, providing concise and clear explanations.- Work on IT Service Management (ITSM) processes, such as major incident management, incident management, problem resolution, and request fulfillment.- Document and escalate unsolved issues to the appropriate IT teams, ensuring a swift resolution.- Keep accurate records of all support activities, including full incident reports and resolutions.- Develop and maintain documentation and training materials around ITSM policies, processes, and standards across knowledge bases and other collaboration portals.- Collaborate with other IT teams on improving service delivery and share knowledge.- Monitor incidents and problems for opportunities for continuous service improvement, and provide recommendations to reduce their impact on daily operations.- Maintain the Knowledge Base, ensuring all the root causes, lessons learned, and workarounds are documented and available for usage across the company.- Collaborate with the IT Learning Team to identify and develop training materials for self-service.- Provide After Action Reports and lessons learned from major outages and service disruptions caused by global project implementations.- Ensure the service desk tickets are properly documented, and Knowledge Base articles are written to document solutions and processes.- Bachelor's degree or diploma in computer engineering, computer science, information technology, or similar fields.- Minimum 3 years of experience as a Service Desk Engineer.-
- Experience with ServiceNow or an equivalent ITSM tool.- Familiarity with Active Directory.- Have ITIL v3 foundation certification or higher.

Your success will be measured by:- Excellent written and verbal communication skills in both formal and informal formats: Ensures clear and effective communication, contributing to successful interactions and outcomes.- Ability to handle multiple tasks simultaneously inclusive of routine support work, special assignments, and lead projects as assigned: Demonstrates capability in managing workload effectively and delivering outcomes across different types of tasks and projects.- Demonstrated ability to work in a matrixed and highly collaborative environment to influence change and core processes: Emphasizes collaborative skills and the ability to drive change and improvements in a complex organizational structure.- Ensure ITIL best practices are applied to every aspect of the work and encourage all team members to fully embrace it: Fosters a culture of adherence to best practices and continuous improvement in IT Service Management, contributing to effective and efficient service delivery