Responsibilities
- Deliver prompt and professional technical assistance through phone, chat, email, and self-service platforms, ensuring an exceptional experience for employees worldwide.
- Identify and resolve technical issues affecting end-user systems, including desktop environments (Windows and Mac), Microsoft 365 suite, collaboration platforms, trading and financial applications, mobile devices, and enterprise software.
- Investigate and address problems related to user identity, network connectivity, and device functionality, including Active Directory, virtual private networks, endpoint configuration, and mobile device management.
- Strive for immediate resolution on initial contact, while accurately recording, classifying, prioritizing, and tracking incidents in the IT service management system in alignment with service level agreements.
- Escalate advanced technical cases with comprehensive documentation, diagnostic findings, and clear handover notes to specialized support teams.
- Develop, refine, and manage knowledge base articles by documenting effective troubleshooting methods, solutions, and recommended practices.
- Engage in structured shift transitions and support global service coverage following a follow-the-sun operational model.
- Recognize and propose opportunities for automating workflows, enhancing self-service options, refining processes, and improving overall service delivery.
- Maintain clear, respectful communication with users, set realistic expectations, provide regular updates, and remain calm during high-pressure situations.
- Support high operational standards by contributing to continuous improvement projects and upholding rigorous documentation practices.
Work Arrangement
On-site
Other
- Flexibility to work in a 24x7 rotational shift model
- Willingness to operate in-office five days per week
