IT Support specialist

OVERVIEW:

Skillsoft is seeking a detail-oriented IT Service Desk Analyst with 1-31 year years of experience in delivering global support. The candidate should exhibit excellent communication skills, adaptability, proactive problem-solving, and the ability to handle rapidly changing priorities. The role requires a self-driven individual who can effectively manage their workload and prioritize tasks within a fast-paced tech environment.

OPPORTUNITY HIGHLIGHTS:

• Act as the initial point of contact for users seeking technical assistance via phone, email, chat, or in-person.
• Diagnose and resolve technical issues involving Windows and macOS systems, laptops, peripherals, and various software applications.
• Appropriately log, categorize, and route tickets within the ServiceDesk system.
• Triage issues, provide immediate solutions when possible, and escalate complex problems to Tier 2 support.
• Document all user interactions and troubleshooting steps in the ticketing system with clarity and detail.
• Perform installations, configurations, and updates for operating systems, hardware, and software.
• Adapt to rotating shifts and be available for on-call duty to support regions including APAC, EMEA, and North America.
• Develop, maintain, and update training materials, documentation, and standard operating procedures (SOPs).
• Enhance customer experiences by driving success and satisfaction through excellent service.
• Maintain a professional and positive attitude at all times while delivering superior customer service.
• Adhere to Service Desk SLAs, processes, and best practices, while complying with regulatory standards.

​SKILLS & QUALIFICATIONS:

• ​Proven track record with 1-3 year of experience in a global ServiceDesk environment.
• Outstanding communication skills, both written and verbal.
• Experience with global ticketing systems and familiarity with ITIL framework (certification preferred).
• In-depth knowledge of Windows and macOS, as well as proficiency with the Microsoft Office suite.
• Expertise in supporting various conferencing tools such as WebEx, Zoom, and Microsoft Teams, including live event support.
• Exceptional organizational skills with a keen eye for detail.
• Previous experience with audiovisual and video conferencing systems.
• Robust analytical abilities and problem-solving skills.
• A friendly and professional demeanor, with a customer-oriented mindset. Education: Relevant degree or certifications in Information Technology, Computer Science, or related field.
• Certifications: CompTIA A+, Microsoft Certified Professional (MCP), or other relevant IT certifications are a plus.
• Language Skills: Multilingual capabilities are advantageous for supporting a global user base.
• Cultural Competency: Ability to work effectively across diverse cultural environments.
• Collaboration: Experience working in a team-oriented, collaborative environment.

OUR VALUES

WE ARE PASSIONATELY COMMITTED TO LEADERSHIP, LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR CUSTOMERS AND EACH OTHER AS:

• ONE TEAM
• OPEN AND RESPECTFUL
• CURIOUS
• READY
• TRUE