Global Service Desk Specialist

hace 10 horas


San Francisco, Heredia, Costa Rica Swarovski A tiempo completo

About Swarovski

Swarovski is a leading global brand that combines innovation with inspiration. Our people are passionate about exploring, experiencing, and creating.

Our Global Business Services (GBS) in San Jose, Costa Rica, delivers high-quality multi-functional services and provides functional expertise to support our regional spokes and local organizations worldwide.

Job Overview

We're seeking a skilled IT Support Expert to join our team as a Global Service Desk Specialist. This role will be responsible for providing technical assistance and support to our end-users, ensuring they have a seamless experience with our IT systems.

About the Job

Your main duties will include:

  • Acting as the single point of contact (SPOC) for end-users and helping them with their IT issues.
  • Solving user requests/incidents directly or routing tickets to corresponding second-level support teams.
  • Striving for a high first-level support solution rate to achieve high user satisfaction.
  • Informing actively IT users about the status of their request and coordinating with other teams as needed.
  • Reporting requests in the corresponding ticketing system.
  • Documenting problem solutions and maintaining our internal knowledge database.

About You

To succeed in this role, you'll need:

  • Less than 2 years of experience in a similar IT support role.
  • Familiarity with IT knowledge areas such as Office365, SAP, User/Password Management, Client Hardware, Network, Retail Hardware, Desktop Application, iOS, Web Browser, Operating System, and Service Now Ticketing system (plus).
  • Fluency in English and Portuguese.

What We Offer

At Swarovski, we're committed to empowering our employees and contributing to a better world. As an IT Support Expert, you'll enjoy a dynamic work environment, opportunities for growth and development, and a chance to make a positive impact on our organization.



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