Helpdesk Senior Representative - ITIL

About the role

Provide exceptional IT Service Desk support, guidance and training to end‑users for a variety of devices, applications and processes. The role also involves onboarding new users, collaborating with internal IT teams on testing and maintenance, and continuously exploring new tools to improve service delivery.

Key responsibilities

• Record, update and promptly escalate support issues to the next level.
• Support all IT onboarding activities for end‑users.
• Work with internal IT teams on system testing, integration and maintenance activities.
• Discover and recommend new IT business tools to support users and internal teams.
• Identify, evaluate and implement process and technology improvements.

Required profile

• Excellent written and verbal English communication skills.
• Strong customer‑service orientation and ability to work in 24/7 rotational shifts.
• Team player comfortable interacting with diverse stakeholders.
• Independent problem‑solver within a global team.
• Willing to learn and grow in other IT business areas.

Required skills

• Troubleshooting knowledge of Windows 10, macOS, iOS and Android platforms.
• Proficiency with Google Suite (Docs, Sheets, Drive) and Microsoft Office environment.