Job Summary
Act as the first point of contact for global customers seeking IT assistance. Diagnose and resolve incidents and service requests across voice and digital channels, provide a professional customer experience, and ensure accurate ticket ownership, documentation, communication and escalation throughout the support lifecycle.
Key Responsibilities
Multichannel support: Receive, log, track and resolve contacts received through phone, email, chat, web/self-service portal and approved collaboration channels. • First-level resolution: Troubleshoot common issues involving user accounts, passwords, Windows devices, Microsoft 365, connectivity, standard applications, printers and access requests using approved knowledge articles and procedures. • Ticket management: Create complete and accurate records in the ITSM tool; set priority and category correctly; maintain clear work notes; provide status updates; and drive tickets to closure. • Escalation and ownership: Route unresolved or out-of-scope cases to the correct resolver group, retain ownership of user communication, and follow up within agreed service levels. • Major incident support: Identify business-critical issues, follow the defined escalation process, support user communications and comply with incident management procedures. • Knowledge and improvement: Use, validate and contribute to knowledge articles; identify recurring issues, self-service opportunities and process improvements. • Security and compliance: Follow identity verification, access, data protection and information security requirements without exceptions.
Skill Requirements
Excellent English communication: Strong spoken and written English with clear pronunciation, active listening, professional email/chat etiquette and the ability to simplify technical information. • Global customer support: Cultural awareness, patience, empathy and confidence when supporting users across regions, time zones and business functions. • Technical foundation: Working knowledge of Windows, Microsoft 365, basic networking, browsers, VPN, Active Directory concepts, remote-support tools and ITSM platforms such as ServiceNow. • Service mindset: Customer-focused, calm under pressure, accountable and committed to quality and timely resolution. • Execution: Strong troubleshooting, prioritization, multitasking, documentation and team collaboration skills
Other Requirements
Work in a 24x7 operational environment covering rotational morning, afternoon and night shifts. • Provide weekend and public-holiday staffing on a rotational roster when required by business operations. • Maintain punctual shift handovers and flexibility during critical incidents, peak volumes or planned changes.