We are seeking a Service Center Associate (Level 2) to provide IT support to internal users across a global organization. The role involves delivering technical assistance through phone, email, and remote support while working closely with global teams to ensure timely issue resolution and high-quality customer service.
Key Responsibilities
Provide frontline IT support to users via phone, email, and remote assistance
Monitor and manage support tickets using the ticketing system
Perform Windows troubleshooting and issue resolution
Reset network account passwords and unlock user accounts
Reset security token PINs and manage user access permissions
Create, manage, and maintain user accounts
Coordinate account and network resource migrations with users and support teams
Document incidents, resolutions, and support activities using ServiceNow
Track issues through resolution and escalate when required
Ensure smooth shift handovers with global support teams
Support special projects and operational initiatives as assigned
Work in a 24x7 global support setting including rotational shifts and weekend support
Required Skills
Bachelor's Degree in any discipline
2+ years of experience in IT Support or Service Desk operations
Technical Support
Windows Troubleshooting
Remote Support
ServiceNow Ticketing Tool
Incident Management
User Account Management
Password Reset and Account Unlock
Access Management
Security Token PIN Reset
Email and Phone Support
Customer Service
Documentation Skills
Excellent Verbal and Written Communication Skills
Problem Solving and Analytical Skills
Team Collaboration
Ability to manage multiple priorities
Experience Supporting International Users Is Preferred
Willingness to work rotational shifts and weekends in a 24x7 support environment