Technical I, Global Service Desk (TCF)

Job Title:

Job Description

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

The Technical I - Global Service Desk Engineer is responsible for providing first level and intermediate technical support to end users. This role involves troubleshooting complex technical issues, handling high severity incidents, ensuring SLA adherence, and delivering a high standard of customer experience in a 24×7 operational environment.

Key Responsibility

1.Technical Support & Troubleshooting:

·Provide comprehensive technical support for:

oCloud platforms: Google Cloud Platform, AWS and Citrix

o Operating Systems (Windows) and enterprise applications

·Perform installation, configuration, and troubleshooting of:

oSoftphones, VDI environments, and remote desktop solutions

·Handle break/fix issues, system errors, access problems, and connectivity issues.

2.Incident & Service Management:

·Manage and resolve Priority 1 / Severity 1 incidents, ensuring minimal business disruption.

·Accurately log, track, update, and close tickets within defined SLA and ITSM processes.

·Escalate issues to appropriate resolver groups when required, with proper documentation.

3.Quality & Compliance:

·Monitor and evaluate inbound/outbound calls, chats, and emails to ensure quality standards.

·Participate in internal quality audits and process reviews to identify gaps and improvement opportunities.

·Maintain strong adherence and compliance with organizational and client policies.

4.Stakeholder & Client Interaction

·Deliver exceptional customer service with a professional, solution-oriented approach.

·Communicate clearly with end users, leadership, operations, quality teams, and client stakeholders.

·Maintain strong knowledge of client programs, systems, and service expectations.

· Complete all assigned, mandatory training within the timeframe provided

· Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports

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