Service Desk Support Engineer

About the role

Circana is looking for a Service Desk Support Engineer to join its global IT team. You will provide first‑line technical assistance to internal users and external clients, handling tickets, phone calls and remote sessions across multiple time zones.

Key responsibilities

• Manage tickets using a ticketing system and respond to international calls.
• Troubleshoot Windows operating systems, Microsoft applications and Active Directory issues.
• Provide technical support via in‑person, phone, chat and remote assistance.
• Document processes, maintain accurate service‑desk records and track user issues.
• Follow ITIL‑based incident, problem and change management procedures.
• Work a 24/7 rotating shift schedule, including weekends.

Required profile

• Strong written and verbal English communication skills.
• Excellent customer‑service orientation and ability to manage client relationships.
• Proactive problem‑solver with a focus on meeting SLAs.
• Team player who can multitask and share knowledge.

Required skills

• Ticketing tools (e.g., ServiceNow, JIRA)
• Active Directory administration
• Microsoft Office and other Microsoft applications
• Windows operating system troubleshooting
• Basic networking concepts
• Incident, problem and change management processes
• Remote assistance tools (e.g., TeamViewer, Remote Desktop)