Enterprise Service Desk Support Specialist

About the role

As a Service Desk Technician at XTIUM, you will be the first point of contact for end‑users worldwide, delivering prompt and courteous technical assistance through phone, email, chat and self‑service portals. You will help resolve a broad range of hardware, software and connectivity issues while contributing to a premium, customer‑centric service experience.

Key responsibilities

• Provide first‑line technical support via phone, email, chat and self‑service portals.
• Diagnose and resolve issues with desktops, laptops, printers, peripherals and common software applications.
• Assist users with password resets, account unlocks and access requests.
• Deliver remote assistance and troubleshoot network connectivity, including internet access and VPN connections.
• Document and track incidents and service requests using ServiceNow ITSM.
• Escalate complex problems to higher‑level support and contribute to the internal knowledge base.
• Participate in team training and development initiatives.

Required profile

• Strong customer‑service orientation with the ability to communicate clearly and courteously.
• Ability to work independently and as part of a collaborative global team.
• Willingness to continuously learn and adopt new tools and processes.

Required skills

• Hardware troubleshooting for desktops, laptops, printers and peripherals.
• Software troubleshooting for common applications.
• Password reset and account management procedures.
• Network connectivity troubleshooting, including VPN.
• Experience with ServiceNow ITSM for incident and request management.

What we offer

• Dynamic, fast‑paced environment with opportunities for growth.
• Access to leadership and continuous learning programs.
• Collaborative global team focused on excellence and innovation.