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Job Description & How to Apply Below
We are looking for a proactive and customer-focused Service Desk Analyst to join our Global Digital Experience Team . In this role, you will act as the first point of contact for technical support, ensuring seamless resolution of hardware, software, network, and application-related issues.
You will have the opportunity to work with modern technologies such as MS Surface Devices, Windows 11, Microsoft 365, MS Office Copilot, and Generative AI , while contributing to enhancing the overall digital experience for users.
Responsibilities
Provide first-line technical support via phone, email, chat, and remote access
Troubleshoot and resolve issues related to hardware, software, networks, and applications
Support users on MS Surface Devices with Windows 11 and Microsoft 365 tools
Leverage Generative AI tools to improve issue resolution and user experience
Log, track, and update incidents and service requests in the ticketing system
Escalate complex issues to appropriate teams/vendors and follow through to resolution
Ensure high levels of customer satisfaction through timely and effective support
Contribute to continuous improvement by sharing feedback and process enhancement ideas
Participate in ongoing training and skill development initiatives
What will help you succeed in this role
Experience
Required
Skills & Qualifications
2-4 years of experience in a Service Desk / IT Helpdesk / Technical Support role
Technical Skills
Good knowledge of Microsoft 365 (M365), Exchange, Active Directory (AD), and Microsoft Entra (Azure AD)
Hands-on experience with Windows 10/11 environments
Basic understanding of network troubleshooting (VPN, connectivity, etc.)
Familiarity with ITSM tools (Service Now, Remedy, or similar)
Soft Skills
Strong communication and customer service skills
Problem-solving mindset with a proactive approach
Ability to prioritize tasks and manage multiple tickets
Team player with the ability to collaborate across functions
What we offer
Competitive salary and performance-based incentives
Opportunity to work with cutting-edge technologies like Microsoft 365, Copilot, and Generative AI
Exposure to a global IT environment and enterprise-level infrastructure
Continuous learning through training programs and certification support
Clear career progression paths within IT support and digital experience roles
Collaborative, inclusive, and innovation-driven workplace culture
Employee well-being programs and work-life balance initiatives
About Us
DWF is a global legal business providing Complex, Managed and Connected Services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.
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