Global Service Desk Specialist

About the role

The Global Service Desk Specialist is the first point of contact for Everise enterprise users, providing phone, email, and chat support. You will deliver first‑level assistance, troubleshoot issues, and work to restore normal service quickly.

Key responsibilities

• Respond to user incidents and service requests via phone, email, and chat.
• Troubleshoot desktop hardware, software, Windows‑based applications, and telephony issues using remote access tools.
• Log, track, and resolve incidents following the Incident Management Process.
• Perform initial assessment, triage, research, and resolution or escalation of tickets.
• Document troubleshooting steps, resolutions, and updates in the Incident Management System.
• Collaborate with global support staff to ensure complete incident resolution and customer communication.
• Execute security‑related tasks such as password resets, NT login creation, and user access modifications.

Required profile

• Strong problem‑solving ability and attention to detail.
• Professional communication skills and a customer‑focused attitude.
• Ability to work under general supervision while adhering to company policies and procedures.

Required skills

• Windows operating system
• Remote access tools
• Incident Management System (ticketing)
• Telephony systems
• Password reset procedures
• User access management (NT login creation)