Job Description

KEY RESPONSIBILITIES

You will:

• Receive, log, categorize, and prioritize incidents and service requests through various channels. Resolve first-line issues and escalate complex concerns to the appropriate support teams.
• Track ticket progress, follow up on pending requests, ensure timely resolution within agreed SLAs, and maintain accurate documentation of incidents, actions taken, and resolutions.
• Manage user account provisioning, modifications, deprovisioning, and coordinate employee onboarding and offboarding activities across systems and platforms.
• Provide regular updates to customers regarding incident status, maintenance activities, service disruptions, and resolutions while maintaining a high level of customer satisfaction.
• Create, update, and maintain knowledge articles and operational documentation to support efficient issue resolution and promote customer self-service capabilities.
• Work closely with internal support teams, vendors, suppliers, and global colleagues to resolve issues, validate information, and improve service delivery.
• Assist in managing software licenses, hardware inventory, procurement activities, asset records, and technology storage facilities to ensure compliance and operational readiness.
• Analyze recurring incidents, identify root causes, recommend process enhancements, support system improvements, and contribute to operational excellence within the Global Customer Operations team.

SKILLS AND QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience in IT Service Desk, Technical Support, or a related role.
• Experience working with ticketing systems and incident management processes.
• Knowledge of user provisioning, onboarding/offboarding, and IT asset management.
• Familiarity with Service Level Agreements (SLAs) and IT service management processes.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to work effectively with global stakeholders and cross-functional teams.
• Proficiency in Microsoft Office applications and common business systems.