Specialist - Global Service Desk

Role Overview: As a Specialist - Service Desk Analyst at Everise, you will be the first point of contact for Everise Enterprise users, providing support through phone, email, and chat. Your main responsibilities will include troubleshooting desktop hardware and software issues, handling incidents and service requests, and ensuring timely resolution or escalation while maintaining a professional attitude. Key Responsibilities: - Troubleshoot desktop hardware, software, Windows-based applications, and telephony issues for users in multiple call centers via remote access, phone, and email support - Create a positive user support experience by understanding problems deeply, resolving issues promptly, communicating progress effectively, and maintaining a professional attitude - Log and track incidents and requests, perform initial assessment, triage, research, and resolution following the Incident Management Process - Restore normal service operation quickly, minimize adverse impacts on business operations, and document incidents and troubleshooting steps accurately - Follow the Security Management Process by handling tasks such as password resets, NT login creation, and user access modification - Monitor network stability, investigate service impacting incidents, update troubleshooting guides, and maintain technical expertise in rapidly changing technology - Perform other duties as assigned by the company Qualifications: - Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent - Minimum 1 year experience in a professional Service Center environment providing IT support over the phone and via e-mail - Experience with Windows desktop platforms, MS Office suite, LANs, PC hardware configuration, PC operating systems, desktop software, and Service Desk ticketing systems - Basic knowledge of network infrastructure devices and protocols, enterprise computer hardware/software, and information systems - Self-motivated, customer-focused, articulate, methodical, and able to handle multiple tasks simultaneously - Strong analytical and troubleshooting skills, ability to think logically, make correct decisions, and work on shifting schedules, holidays, and weekends - Understanding of ITIL and experience in an environment that follows ITIL Best Practices, particularly in Incident Management If you believe you have the necessary skills and motivation to succeed in this role, Everise looks forward to receiving your application. Role Overview: As a Specialist - Service Desk Analyst at Everise, you will be the first point of contact for Everise Enterprise users, providing support through phone, email, and chat. Your main responsibilities will include troubleshooting desktop hardware and software issues, handling incidents and service requests, and ensuring timely resolution or escalation while maintaining a professional attitude. Key Responsibilities: - Troubleshoot desktop hardware, software, Windows-based applications, and telephony issues for users in multiple call centers via remote access, phone, and email support - Create a positive user support experience by understanding problems deeply, resolving issues promptly, communicating progress effectively, and maintaining a professional attitude - Log and track incidents and requests, perform initial assessment, triage, research, and resolution following the Incident Management Process - Restore normal service operation quickly, minimize adverse impacts on business operations, and document incidents and troubleshooting steps accurately - Follow the Security Management Process by handling tasks such as password resets, NT login creation, and user access modification - Monitor network stability, investigate service impacting incidents, update troubleshooting guides, and maintain technical expertise in rapidly changing technology - Perform other duties as assigned by the company Qualifications: - Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent - Minimum 1 year experience in a professional Service Center environment providing IT support over the phone and via e-mail - Experience with Windows desktop platforms, MS Office suite, LANs, PC hardware configuration, PC operating systems, desktop software, and Service Desk ticketing systems - Basic knowledge of network infrastructure devices and protocols, enterprise computer hardware/software, and information systems - Self-motivated, customer-focused, articulate, methodical, and able to handle multiple tasks simultaneously - Strong analytical and troubleshooting skills, ability to think logically, make correct decisions, and work on shifting schedules, holidays, and weekends - Understanding of ITIL and experience in an environment that follows ITIL Best Practices, particularly in Incident Management If you believe you have the necessary skills and motivation to succeed in this role, E