Representative, Global Service Desk

Job Title:

Representative, Global Service Desk

Job Description:

The Representative, Global Service Desk is responsible for providing IT support to all employees globally via a call center setting.

The Role: Representative, Global Service Desk

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:

1. Respond to and troubleshoot IT support inquiries via phone, chat, and self-service.
2. Effectively manage access while complying with organizational policies and security standards.
3. Monitor and respond to IT alerts, proactively addressing any issues to minimize their impact.
4. Address employee queries effectively, providing concise and clear explanations.
5. Work on IT Service Management (ITSM) processes, such as major incident management, incident management, problem resolution, and request fulfillment.
6. Document and escalate unsolved issues to the appropriate IT teams, ensuring a swift resolution.

Traits we believe make a strong candidate:

1. Bachelor's degree or diploma in computer engineering, computer science, information technology, or similar fields.
2. Minimum 3 years of experience as a Service Desk Engineer.
3. Preference for candidates with experience working in a multinational company, particularly in the semiconductor and manufacturing industries.
4. Experience with ServiceNow or an equivalent ITSM tool.
5. Familiarity with Active Directory.
6. Familiarity in IT Service Management (ITSM) processes, including major incident management, incident management, problem management, and request fulfillment.
7. Have ITIL v3 foundation certification or higher (this is preferable and not required).
8. Ability to work flexible shifts, including weekends and public holidays, on a temporary or permanent basis.

Your success will be measured by:

1. Strong customer service focus and ability to interact with personnel at all levels in the organization via multichannel (Chat, Email, Phone, Tickets): Demonstrates a commitment to excellent customer service and effective communication across different channels.
2. Excellent written and verbal communication skills in both formal and informal formats: Ensures clear and effective communication, contributing to successful interactions and outcomes.
3. 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.
4. 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.
5. 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.