Responsibilities
- Collaborate closely with: Service Desk & Infrastructure teams supporting core platforms, endpoints, and networks
- Collaborate closely with: Application owners and vendors supporting business and productivity applications
- Collaborate closely with: Information Security to ensure secure handling of accounts, devices, and data
- Collaborate closely with: HR and business stakeholders supporting onboarding/offboarding processes and ongoing user needs
- Act as the trusted first point of contact for incidents, requests, and questions across technology and business applications.
- Engage users through multiple channels (ticketing system, chat, email, phone, collaboration tools) with professionalism, empathy, and clarity.
- Ask structured, thoughtful questions to understand issue context, business impact, and urgency.
- Translate technical and application-related issues into clear, plain-language explanations.
- Operating systems, browsers, and productivity platforms (e.g., Microsoft 365, Teams, Exchange)
- Business and productivity applications within defined Level 1 scope
- Network access and basic connectivity (Wi-Fi, VPN, remote access)
- Basic device and account support
- Contribute to continuous improvement by: Accurately categorizing and tagging tickets
- Contribute to continuous improvement by: Converting repeat issues into knowledge base articles
- Contribute to continuous improvement by: Providing feedback to improve AI accuracy and self-service effectiveness
- Perform Level 1 identity and access tasks in line with policy: Password resets, account unlocks, MFA setup and troubleshooting
- Perform Level 1 identity and access tasks in line with policy: Standard access requests using predefined roles and workflows
- Support onboarding/offboarding processes to ensure colleagues have the right access at the right time.
- Follow identity verification procedures rigorously.
- Opportunities for automation, standardization, or experience improvement
- Support initiatives focused on raising service quality, improving first-contact resolution, and reducing repeat incidents.
Requirements
- Basic understanding of IT support or service desk concepts (academic, project, or internship experience acceptable)
- Familiarity with Windows and/or macOS, browsers, and mobile devices
- Knowledge of Cloud productivity tools such as Microsoft 365 or Google Workspace
- Basic networking concepts (IP, Wi‑Fi, VPN – beginner level)
- Interest in AI tools, automation, and modern IT systems
- Clear, calm, and audience‑appropriate communication
- Ability to resolve, escalate appropriately, and stay accountable
- Willingness to document, share knowledge, and continuously improve
- Consistently follows security and data protection practices
Nice to Have
- You treat support as a service relationship, not just a ticket queue
Additional Information
- Contract duration: 6 months
