IT Supporter - Service Desk (Remote)

About the Role

We are looking for an IT Supporter - Service Desk to join our dynamic team at DSV. In this IT Supporter remote position, you will be the first point of contact for our clients, providing essential support via phone, email, and IM chat. Your role is crucial in ensuring that our IT services run smoothly and efficiently, helping to build trust and a professional image of our IT support.

What You'll Do

• Act as the primary contact for IT clients, addressing all inquiries and issues related to IT services.
• Communicate effectively with Service Desk customers through dedicated channels: email, chat, and phone.
• Analyze and record information about reported problems in the ITSM application, attempting to resolve issues using the knowledge base.
• Maintain up-to-date documentation of cases reported by clients, ensuring accuracy and consistency in the ITSM tool.
• Participate in the Incident Management process, escalating issues as necessary and observing technical problems for reporting.

Requirements

• 2-3 years of experience in a Service Desk or Contact Center support role.
• Strong analytical and problem-solving skills, with the ability to communicate complex technical issues in a customer-friendly manner.
• Familiarity with ITIL V3/V4 Foundation is preferred.
• Proficient in using Service Now, Microsoft Office, and Active Directory.
• Excellent English communication skills, both written and verbal.

Nice to Have

• Experience supporting Microsoft Windows workstations in a global network.
• Knowledge of KCS methodology and its application.
• Ability to work rotational shifts providing 24/7 coverage.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Flexible remote work environment.
• Access to a global network of colleagues and resources.
• Inclusive company culture that values diversity and collaboration.