Senior Service Desk Agent (Night Shift)

Position Summary

As a Senior Service Desk Agent, you play a pivotal role in delivering high-quality, end-to-end IT support to our global user base. You are a technical resource and a trusted problem solver, someone who not only resolves complex issues but also elevates the overall performance of the Service Desk by modeling excellence in execution, documentation, and customer care.

Part of a reimagined End User Services & Solutions organization, this role supports a global 24x7 environment and contributes to a support experience that is scalable, user-focused, and relentlessly improving. You bring deep technical knowledge, sound judgment, and a passion for service, helping us shift from reactive support to a proactive, trusted partner for the business.

Core Responsibilities

• Serve as a senior point of contact for IT support requests via phone, email, and chat, with a calm, confident, and user-centered approach
• Troubleshoot and resolve a wide range of technical issues involving hardware, software, networking, and enterprise applications
• Own and drive resolution for high-impact and escalated issues, ensuring clear communication and timely follow-through
• Document all activities in the IT Service Management platform with precision and completeness
• Mentor and support junior agents by sharing best practices, troubleshooting techniques, and knowledge resources
• Create, refine, and review knowledge base articles to improve team consistency and issue resolution quality
• Use remote support tools to conduct advanced diagnostics and root cause analysis
• Provide guidance to users across varying levels of technical literacy, adapting communication style accordingly
• Support incident prioritization by assessing urgency, impact, and recurrence trends
• Champion service standards, driving consistency and accountability across the team
• Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability
• Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution
• Provide support for conferencing and AV technologies, including Microsoft Teams and Zoom
• Participate in proactive maintenance, system checks, and readiness tasks
• Handle multiple requests with professionalism and urgency, while maintaining high-quality user engagement

Required Qualifications

• 3+ years of experience in a technical support or service desk environment
• Strong understanding of Windows operating systems, enterprise software, and end-user hardware
• Proficient with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools
• Experience with Active Directory, account administration, and access troubleshooting
• Solid foundational networking knowledge (DNS, DHCP, VPN, IP troubleshooting)
• Excellent documentation, organizational, and ticket-handling skills
• Effective communicator with the ability to guide and de-escalate users in high-pressure situations
• Demonstrated ability to take ownership of issues from intake through resolution
• Passion for learning, improvement, and delivering exceptional service

Preferred Qualifications

• Experience using ServiceDesk Plus, ServiceNow, or other ITSM platforms
• Familiarity with scripting, log analysis, or endpoint management tools
• Knowledge of AV and conferencing platforms (Teams, Zoom, Webex)
• Prior exposure to CaseWare, CCH Axcess, or other industry-specific applications
• ITIL Foundation certification or equivalent
• Multilingual skills to support a diverse user base

Work Environment & Shift Expectations

• Must be available for rotational shifts covering 24x7 operations, including nights, weekends, and holidays
• Comfortable in a fast-paced, high-volume support environment
• Expected to take initiative in knowledge sharing and continuous improvement activities
• Committed to ongoing professional development and system/process training