Support Specialist – Enterprise Service Desk

About the role

XTIUM is seeking a Support Specialist to join its 24/7 global Enterprise Service Desk. You will be the first point of contact for end‑users, delivering prompt, courteous technical assistance across multiple channels.

Key responsibilities

• Provide phone, email, chat and self‑service portal support to end‑users.
• Troubleshoot and resolve issues with desktops, laptops, printers, peripherals and common software applications.
• Perform password resets, account unlocks and access request handling.
• Deliver remote assistance and diagnose network connectivity problems, including internet and VPN connections.
• Document incidents and service requests in ServiceNow ITSM and escalate complex cases as needed.
• Contribute to the internal knowledge base and participate in team training.

Required profile

• Strong customer‑service orientation with clear communication skills.
• Ability to work in a fast‑paced, 24/7 environment.
• Willingness to continuously learn and improve technical expertise.

Required skills

• Hardware troubleshooting (desktops, laptops, printers, peripherals).
• Software troubleshooting and support for common applications.
• Password reset and account management.
• Remote assistance tools.
• Network connectivity troubleshooting, including VPN.
• Experience with ServiceNow ITSM for ticketing and documentation.

What we offer

• Opportunities for professional growth within a global IT services firm.
• Collaborative culture focused on continuous improvement.
• Access to leadership and ongoing training programs.