Senior Associate Global Service Desk

About the Role Senior Associate Global Service Desk, part of Infrastructure Managed Services, provides first-contact IT support across a 24x7 operation. They ensure courteous, timely, and effective resolution of end-user issues while guiding and training on-shift agents and maintaining SLA adherence.

What You'll Do

• Act as a Senior Service Desk Associate of the Global Service Desk as part of Infrastructure Managed Services.
• Provide first-contact support via telephone, web portal, email, and chat to resolve end-user issues.
• Manage the shift schedule, assign tickets to agents, and provide guidance and training to new joiners.
• Handle end-to-end escalation, maintain documentation in ITSM (ServiceNow), and ensure accurate ticket tracking.
• Use remote tools and diagnostic utilities to troubleshoot; research solutions via knowledge bases.
• Create and maintain help sheets, FAQs, and process flow guides; reinforce SLAs and seek continual improvement.
• Document processes and service desk records; support organizational functions including Infrastructure, Security, and Applications.

What We're Looking For

• Minimum of 2 years of relevant work experience and/or specialized training; freshers pursuing masters also considered.
• High school diploma or equivalent; Associate's or Bachelor’s degree in a technology-related field a plus.
• CompTIA A+, CompTIA Network+, and ITIL certifications a plus.
• Exceptional customer service orientation; ability to prioritize and execute tasks in a high-pressure environment.
• Experience in a collaborative, team-oriented environment; excellent English communication skills; customer-friendly mindset.
• Ability to absorb and retain information quickly and present ideas in user-friendly language; highly self-motivated and detail-oriented.
• Willingness to work across all shifts in a 24x7 operation.

Nice to Have

• Experience with Workday or other HCM ERP systems; familiarity with enterprise productivity tools.
• Additional ITIL, CompTIA certifications and familiarity with ServiceNow or similar ITSM tools.