Systems Engineer – Tier 1 Service Desk Analyst

About the role

The Tier 1 Service Desk (also called Global Support Desk) provides first‑line technical assistance to a worldwide user base in a 24 × 7 × 365 environment. The role focuses on delivering high‑quality customer service, accurate incident logging, timely resolution of common IT issues, and proper escalation of complex problems.

Key responsibilities

• Act as the initial point of contact for end‑user technical issues via phone, email, chat, and ticketing tools.
• Resolve Level‑1 incidents such as account provisioning, password resets, messaging, VPN connectivity, and basic business‑application support.
• Provide on‑site or remote assistance, using remote‑support tools to diagnose and fix problems.
• Log, categorize, prioritize, and close incidents and service requests within defined SLAs.
• Perform initial troubleshooting, root‑cause identification, and escalation according to ITIL guidelines.
• Maintain accurate documentation of incidents, resolutions, and work‑arounds.
• Collaborate with multi‑vendor resolver groups and internal teams, and contribute to process‑improvement initiatives.

Required profile

• Strong customer‑service orientation with excellent communication and listening skills.
• Ability to work rotating shifts, including on‑call, weekend, and holiday coverage.
• Willingness to work in a hybrid environment, adapting to both remote and onsite tasks.
• Familiarity with ITIL incident‑management processes.

Required skills

• Active Directory user management (password resets, account unlocks, basic administration).
• Email and messaging support (Outlook/Exchange).
• Desktop and laptop hardware/software support for Windows OS and macOS.
• Proficiency with MS Office and Adobe standard applications.
• VPN remote‑access configuration and basic network‑connectivity troubleshooting.
• Use of remote‑support tools for diagnosing user issues.

What we offer

• Hybrid work setup depending on location and business needs.
• Exposure to a global user base and multi‑vendor environment.
• Opportunities for continuous learning and skill development.