Job Title – US IT Service Desk Specialist
Reporting To – US IT Service Desk Team Leader
Role Summary

Do you eat, sleep and dream customer service excellence? Do you also love to understand how technology works, and most importantly – how to fix it! Join the Watches of Switzerland team 1st line support team and take ownership of giving our associates an IT support experience that is usually only reserved for our clients. On a day-to-day basis you will be handling technical enquiries from retail and support colleagues, as a first point of contact. You will advise on the resolution of issues that fall within your remit, and escalate other issues within the wider IT team or external support providers.

As a company we are in the process of moving onto the ServiceNow platform and are looking for a brilliant candidate to help work within this new US based team. You and your colleagues will be responsible for year-round, coast-to-coast support across our luxury retail stores and offices. You will receive training from an existing 1st line support team based in the UK, and you will be surrounded by colleagues in our US office who act in a 2nd line support capacity.

Responsibilities

• Participating in 1st line support calls and emails
• Take responsibility for 1st line support issues till resolution
• Build your own personal IT knowledge and skills

Requirements and skills

• In-depth knowledge and understanding of MS Office 365 including Teams, SharePoint, Outlook, and other related products.
• Printers and printing troubleshooting experience
• Windows 10 application support
• Excellent troubleshooting/customer service skills and telephone manner.
• Excellent written and verbal communication skills
• Experience of providing IT support using remote desktop tools.
• Experience of, and ability to work independently in a rotational shift pattern covering 7 days a week.
• Active Directory maintenance
• Understanding of data networks
• Understanding of telephone systems and lines
• Windows Server maintenance
• Previous experience of ServiceNow preferred
• iOS and Android device setup and maintenance
• Microsoft Intune administration
• Previous Experience with ServiceNow