Senior Global Service Desk

Job Overview:
The DWPS Senior Operations Specialist will be a part of the global service desk technicians' team in the Digital Workplace Services organization. The team is primarily an L1-L2 support team providing incident and request management to a global business.
In this role, your job will split:
- 50% of time will be expected to manage the day-to-day tickets efficiently and effectively, especially tickets escalations another 50% of your time, you will participate in major changes and technically oversee L1 activities, by ensuring all activities are covered by Standard Operating Procedures (SOPs), including working on procedures improvements
Duties & Responsibilities
- Provide L2 end user support, analyzing and fixing issues where appropriate, acting as escalation engineer.
- Be accountable for technical aspects in Global Service Desk.
- Work together with Engineering Teams and ensure smooth handover to L1.
- Implement process or service changes where required to improve service performance.
- Remote issues troubleshooting.