Responsibilities
- Deliver remote Level 1 technical assistance to all internal employees.
- Capture and record incoming support requests via phone, email, or web forms into the GSD system, aiming to resolve issues during initial contact.
- Evaluate user-reported problems by interpreting descriptions to determine appropriate solutions or next steps.
- Handle service tickets and tasks following BIS guidelines, meeting established SLT targets.
- Detect recurring technical issues and escalate trend reports to the Global Service Desk Manager.
- Deliver on-site Level 2 and Level 3 support with precision and professionalism, including hands-on desktop assistance and direct user engagement.
- Distribute and oversee personal computing equipment in compliance with organizational standards and policies.
- Support setup, troubleshooting, and ongoing maintenance of operating systems on PCs, laptops, desktops, and Windows workstations, plus iPhone and Android devices.
- Help develop and support deployment of new technologies and services on Windows 10 and 11, and contribute to BIS and business-driven projects as needed.
- Track incident and service request handling to ensure compliance with defined service level agreements.
- Provide technical support for network-connected production tools such as handheld scanners and label printers.
- Offer technical guidance and support to customer service teams, regional offices, sites, and project units.
- Collaborate with supervisors and managers to develop, roll out, and sustain policies, procedures, and training programs.
- Develop and keep current necessary documentation for processes and systems.
- Support tracking and management of customer service-related hardware assets.
- Remain available for travel to other company locations by car or plane when necessary.
- Carry out additional duties related to the position as assigned by management.
