The Global IT Service Desk Specialist serves as the initial point of contact for technical support for all company employees globally The primary focus is to provide remote 1st level IT support handling basic technical requests troubleshooting and managing incidents via an IT Service Management ITSM system This includes tasks like password resets account unlocks and resolving hardware and software related issues The role also involves documenting and escalating more complex issues to regional support or specialized teams as necessary Additionally this position supports IT equipment management and ensures that IT processes and guidelines are followed The ideal candidate will have excellent communication and problem-solving skills experience with IT service desk tools and a solid customer service mindset with the ability to handle requests efficiently across multiple time zones Primary Responsibilities Serve as the first point of contact for all IT support requests globally addressing issues through remote assistance Identify classify and catalog requests by symptoms and resolutions escalating to regional support or specialized teams e g Information Security Compliance or System Administration as necessary Utilize ITSM tools e g Jira Service Management to log document and track issues requests ensuring accurate record-keeping Follow-up on ticket requests and monitor their status to ensure timely resolution according to defined Service Level Agreements SLAs Adhere to IT guidelines and standard operating procedures ensuring compliance with internal policies and regulatory requirements Contribute to the creation and optimization of IT processes identifying opportunities for improvement and efficiency Maintain internal documentation updating it regularly to reflect current procedures and workflows Collect and record reliability data for IT services providing insights into service performance and trends Requirements Fluency in English written and spoken with excellent communication skills Strong knowledge of Windows 10 11 MacOS and the Microsoft 365 suite e g Exchange SharePoint Teams Hands-on experience with IT Service Management ITSM tools such as Jira Service Management ServiceNow or similar platforms Proven experience providing remote IT support across different time zones Excellent customer service and problem-solving skills with the ability to diagnose and resolve technical issues quickly and efficiently Ability to manage multiple service desk tickets simultaneously in a fast-paced environment Willingness to work flexible hours to support global IT operations Preferred Qualifications Experience in a global or multi-regional IT support environment Familiarity with ITIL best practices for incident problem and service request management Awareness of data privacy and security compliance in IT operations Experience with Atlassian products Jira Service Management Experience with Windows 10 11 and MacOS Key Competencies Customer Focus Ability to provide user-centric support that meets business needs globally Collaboration Team-oriented with the ability to work across different IT teams and regions Proactivity Forward-thinking and able to identify opportunities for improving IT support processes Time Management Capable of prioritizing tasks effectively in a fast-paced environment Technical Aptitude Quick learner with an ability to adapt to evolving IT tools and systems AML RightSource is committed to fostering a diverse work environment and is proud to be an equal opportunity employer We provide equal employment opportunities to all qualified applicants without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws Recruitment Scam Alerts We re aware of an increase in recruitment scams where individuals falsely claim to represent AML RightSource These scammers may ask for money or personal information by offering fake job opportunities through e-mail text message or social media Please verify the source of any job-related communications carefully All official AML RightSource communications are conducted through amlrightsource com email addresses If you encounter suspicious messages do not respond

📌 Global It Service Desk Specialist - Noida, India (Uttar Pradesh)
🏢 AML RightSource
📍 Uttar Pradesh