Job Description This role involves providing user helpdesk services to inbound customer service requests. You will diagnose and resolve hardware and software issues, perform software distribution, create and update tickets to reflect changes and work with customers to ensure appropriate levels of engagement and communication. You will use available tools and resources, including remote tools, to accomplish tasks. This includes answering inbound customer calls and/or transforming information from any customer service channel into the ticket system. You will check to ensure reported incidents are covered by contract and that all caller information, including address details, are correct - retrieve customer agreement on cost if no contract exists. You will engage with customers to further understand reported issues and provide guidance, according to solution tree and knowledge base protocol, to diagnose and solve incidents. You will use remote tools to troubleshoot, analyze and resolve technical issues. When resolution is unsuccessful, you will escalate issues according to established procedure and inform customer of next steps. You will monitor the Universal Work Queue (UWQ) revision of assigned tasks, creating and updating tickets to reflect changes. You will document all activity and update the appropriate knowledge management, reporting and other systems. You will ensure high levels of customer satisfaction at all times. Required Skills and Qualifications - Education or equivalent work experience required. - Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Desk Support. - Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required. About Us We are a global company operating in multiple locations and entities. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status. We are an equal opportunity employer and we believe in teamwork, decisiveness, urgency, willingness to change, and accountability. Benefits We offer competitive compensation and benefits package, including opportunities for growth and development. Others We are committed to providing a safe and healthy work environment. We are an inclusive workplace and welcome applications from diverse candidates.