We are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

Job Description

PRIMARY RESPONSIBILITIES

Provide first line support to SGS affiliates and external clients
Resolve desktop support and end user support issues
Fast paced handling of incidents / requests resolution, escalation and information routing.
Deciding on incident severity/priority
Validation and evaluation of technical and or operational information pertaining to the incident
First contact resolution and troubleshooting via phone and remote access tools
Managing Incidents throughout their lifecycle

REPORTING LINE

Head of Global Service Desk

SPECIFIC RESPONSIBILITIES

Establishes controls to monitor the performance of the management systems.
Validate, evaluate and classify incident / requests.
Determine resolution and/or escalation path to ensure all issues are appropriately managed.
Evaluate content of requests / incident report and gather information if missing any.
Record distinct issues in the tracking tools.
Keep track of known solutions, consult knowledge database and use findings to respond to senders/callers.
Keep track of severity/priority 1 issues for appropriate escalation and follow-up.
Recognize solutions for repetitive use and enter those in knowledge database.
Complies with relevant Management Systems
Complies with the QHSE policies including but not limited to:

Qualifications

PROFILE

Bachelor's degree or equivalent in engineering or information technology/service management courses
Previous Customer facing role
Strong knowledge in resolving desktop hardware, desktop OS (Windows 11), and desktop application issues.
Experience of multi-cultural environments.
Microsoft Certified Engineer is preferred

REQUIRED SKILLS

Experience/Technical Knowledge

Dependability: The role requires an individual that must be accurate in the updates to the system
Problem Solving: The ability to identify and resolve problems quickly and effectively
Pro-activity: The ability to take initiative to make improvements.
Communication: The ability to listen to users and convey ideas and solution effectively
Teamwork: Ability to work in a Team both local and remote
Technical Skills: The ability to learn new products
Customer Skills: The ability to interact with customers in a polite and professional manner

Language

Fluent English

Technical Support Specialist