Specialist, IT Global Service Desk

The Specialist IT Global Service Desk provides Level 1 remote and on-site IT support covering hardware, software, network and security. The role includes owning incidents end-to-end with clear user communication, timely support, thorough documentation, and structured escalation to Level 2/3 teams as needed. The specialist contributes to service quality, knowledge management, and continuous process improvement, maintaining knowledge articles and analyzing recurring issues while operating on a rotating shift schedule to support APAC and North America time zones.

Responsibilities

• Perform first-level diagnosis and troubleshoot IT support to users on the designated rotational shift; provide support in accordance with established processes and document incidents and remedies.
• Use troubleshooting techniques and tools to identify defective products and follow guidelines for issuing service calls; Escalate problems when unable to make proper determination...