Global Service Desk Specialist
hace 10 horas
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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