About this role
Summary of Position
Serve as the first point of contact for Curium employees and partners worldwide, providing timely, high-quality technical assistance through the Global Service Desk. Log, diagnose, resolve and/or escalate incidents and service requests in line with agreed SLAs, while contributing to knowledge and continuous service improvement.
Essential Functions
- Provide first-line support via Freshservice, phone, chat and email; ensure accurate ticket creation and lifecycle updates.
- Troubleshoot and resolve incidents related to end-user devices, operating systems, Microsoft 365, collaboration tools and approved business applications.
- Fulfil service requests (software installation/configuration, access requests, equipment requests) following standard procedures and security policies.
- Support user onboarding/offboarding: account setup coordination, workstation readiness, and user guidance on core tools and security best practices.
- Use remote support tools to assist users; collaborate with local IT/field services when hands-on intervention is required.
- Escalate complex issues to the appropriate resolver groups (workplace, network, server, security, applications) with clear diagnostics and evidence.
- Create and maintain knowledge base articles, procedures and troubleshooting guides; contribute to reducing repeat incidents.
- Maintain accurate asset and user device records in Freshservice and ensure data quality for reporting and compliance.
- Communicate clearly and professionally with users, providing status updates and setting expectations throughout the resolution process.
- Participate in shift coverage and (where applicable) on-call/major incident support according to the Global Service Desk operating model.
- Backfill the field service desk technician on request.
Requirements
Must have Experience/Skills:
- Bachelor's degree in IT (or equivalent professional experience).
- 2+ years in a Service Desk / IT support role in an international environment.
- Demonstrated experience working with ITSM processes (Incident, Request, Knowledge) and SLAs.
- Strong troubleshooting skills on Windows and common end-user hardware/peripherals.
- Good knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint).
- Familiarity with identity and access concepts (Active Directory / Entra ID), MFA and basic security hygiene.
- Experience with remote support tools and endpoint management basics (Intune / Autopilot / SCCM) is advantageous.
- Basic networking knowledge (TCP/IP, DNS, Wi‑Fi, VPN, connectivity troubleshooting).
- Excellent customer service mindset; ability to prioritize and work under time pressure.
- Fluent in English (written and spoken); additional languages are a plus.
Nice to have Experience/Skills:
- Hands-on experience with Freshservice (or equivalent ITSM tool) including knowledge article creation.
- ITIL Foundation certification or practical ITIL experience.
- Experience supporting Teams telephony / conferencing room equipment.
- Exposure to regulated environments (GxP) and validated processes.