Technical Lead for Service Desk

Job description

Job Summary The Service Desk Analyst is the first point of contact for Project end users, delivering end-to-end incident and service request resolution across hardware, software, connectivity, and application issues. This role owns tickets from creation through full resolution and contributes to a high-XLA, GenAI-enabled support experience. Key Responsibilities • Troubleshoot and resolve hardware and software issues, including connectivity problems (Wi-Fi, VPN, email). • Answer user questions on how to use systems/applications and provide guidance on best practices and security. • Log, categorize, and track all reported incidents and service requests in ServiceNow through to closure. • Own tickets end-to-end, ensuring the issue is fully resolved before closing rather than handing off prematurely. • Deliver omnichannel support (chat, self-service portal, voice) and leverage GenAI-powered virtual agents and agentic AI tools to accelerate resolution. • Support real-time sentiment tracking and Experience Level Agreement (XLA) metrics; escalate at-risk interactions. • Provide expedited, white-glove support for VIP users and escalation scenarios. • Flex staffing coverage to support seasonal/project-based demand (e.g., Brazil harvest, year-end close). • Contribute to and consume the knowledge management/self-help library to improve First Contact Resolution (FCR). • Support business continuity and disaster recovery protocols for the Service Desk function. Required Qualifications & Skills • 1-3 years in a global IT service desk or technical support role. • Working knowledge of Windows/M365 endpoint troubleshooting, network basics (Wi-Fi/VPN), and account/email issues. • Strong customer service, written and verbal communication skills; multilingual ability is a plus. • Comfortable working in a ticketing system (ServiceNow preferred) and following ITIL-aligned incident processes. • Ability to work rotating shifts/on-call as required to support 24/7 global coverage. • Adaptability to new AI-assisted support tooling (virtual agents, agentic AI copilots). Tools & Technologies ServiceNow • Microsoft 365 • GenAI virtual agent / agentic AI platforms • Voice/telephony support tools • Knowledge management portal