IT Services Specialist

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. IT Services Specialist – Job Description   Summary: Genesys IT is currently seeking an IT Services Specialist to join our EMEA team. This is a rare opportunity for an individual who can build strong relationships, earn trust across the business, and represent IT with professionalism while managing ServiceDesk incidents and requests at an advanced level.   The IT Services Specialist (L2/L3) serves as a key technical resource within the region, providing hands-on support and delivering high-quality customer service to employees across EMEA—including executive leadership. The role is responsible for resolving escalated issues from the Global Helpdesk and junior Desktop team members, managing Tier 2/3 troubleshooting across hardware, software, operating systems, network connectivity, collaboration tools, and all deployed end-user technologies. In addition to advanced incident resolution, this position supports employee onboarding and offboarding, contributes to device lifecycle operations, and assists in the training and oversight of junior Desktop Specialists under the direction of the team manager. Issues requiring deeper technical expertise will be escalated to L4 subject-matter teams, with the Senior Specialist maintaining ownership for follow-up and ensuring service levels are achieved.   As IT Services evolves with AI-assisted diagnostics, automation, and modern endpoint management, the Senior Specialist will help drive adoption of these tools to enhance service quality and operational efficiency. The role demands a disciplined approach to process execution and strict adherence to regional compliance requirements, including Sarbanes-Oxley, ISO9001:2008, and ISO27001 frameworks. This is a hands-on, customer-facing role requiring strong technical proficiency, exceptional communication skills, and the maturity to operate independently. The successful candidate will demonstrate a commitment to continuous improvement while delivering a reliable, frictionless technology experience for users across the region.   Key Responsibilities: Advanced Support (L2/L3) • Serve as the escalation point for complex incidents that cannot be resolved by the Global Helpdesk or junior Desktop Specialists. • Troubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues. • Provide hands-on and remote support to users across EMEA, including delivering VIP and executive support with discretion and urgency. • Coordinate with L3/L4 global teams for advanced troubleshooting and ensure timely incident resolution. • Perform installations, maintenance, and repair work on client computing hardware and software.   Operational Service Delivery • Support end-user device lifecycle: deployment, operations/support, updates, and retirement. • Manage onboarding/offboarding tasks including device preparation, account setup, and new hire orientation support. • Maintain accurate asset and software inventory within ServiceNow. • Support mobile devices (iOS, Android) including management via Intune Endpoint Management. • Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware. • Support and maintain audio/visual equipment and meeting room technologies (Zoom, Teams). • Perform routine administrative tasks in ServiceNow, Active Directory, Azure AD, and SharePoint. • Provide on-site support as needed, including assisting with IT equipment moves and office relocations. • Participate in after-hours or on-call rotations based on business needs. • Manage hardware order processing, invoice coding, and charge-back procedures in the financial system.   Team Support & Leadership • Provide guidance and support to junior Desktop team members on ticket prioritization and handling. • Assist with onboarding and training of new team members, supporting skill development and process adherence. • Act as deputy when the team manager is unavailable.   Compliance, Quality & Continuous Improvement • Adhere to SOX, ISO9001:2008, ISO27001, and corporate compliance requirements. • Maintain up-to-date documentation for support processes, workflows, and operational procedures. • Identify recurring issues and contribute to improvements in processes, knowledge articles, and service workflows. • Drive improvements in MTTR, SLA compliance, and fir