Enterprise Service Desk Support Specialist

📋 Description

• • Provide first-line technical support to enterprise end-users via phone, email, chat, and self-service portals.
• • Diagnose and resolve issues related to desktops, laptops, printers, peripherals, and common software applications.
• • Assist users with password resets, account unlocks, and access requests for corporate systems.
• • Deliver remote technical assistance using approved remote support tools.
• • Troubleshoot network connectivity problems including internet access and VPN connectivity issues.
• • Document, track, and manage all incidents and service requests using the ServiceNow ITSM ticketing system.
• • Escalate complex or unresolved issues to higher-level support teams in accordance with defined procedures.
• • Adhere to established service level agreements (SLAs) and meet performance metrics for response and resolution times.
• • Utilize and contribute to the internal knowledge base to improve resolution efficiency and consistency.
• • Achieve high customer satisfaction through proactive communication, empathy, patience, and a positive service attitude.
• • Communicate technical solutions clearly and concisely to non-technical end-users to ensure understanding and closure.
• • Participate in ongoing team training and development initiatives to enhance technical skills and service delivery.
• • Maintain a customer-centric approach focused on delivering a premium, hospitality-style support experience.
• • Work collaboratively within a 24/7 global team environment to ensure continuous service availability.
• • Support a culture of continuous improvement by identifying opportunities to enhance processes and customer outcomes.
• • Work flexible shifts including first, second, or third shift to support global 24/7 operations.
• • Maintain a strong technical background with hands-on experience in enterprise IT support environments.
• • Demonstrate excellent time management and ability to prioritize multiple concurrent tasks under pressure.
• • Uphold accountability to colleagues and customers by taking ownership of assigned tickets and follow-through on resolutions.