.The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move "Fearlessly Forward" together. Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.What you'll doProvide Tier 1 (triage) and Tier 2 (advanced) Service Desk support as part of a global team delivering 24/7/365 coverage. You will participate in a rotational schedule to ensure service continuity, including weekend shifts on a fair and rotational basis.Manage major IT incidents from detection to resolution, adhering to Major Incident Management protocols and collaborating closely with the ITSM team.Engage with support teams, third parties, and business divisions to ensure seamless service delivery and incident resolution.Monitor incident and request queues, ensuring tickets are handled in accordance with our SLAs and service level objectives.Foster strong relationships with internal and external stakeholders, understanding their needs and ensuring their technical issues are resolved efficiently.Contribute to knowledge base SOPs and documentation to improve self-service and peer support capabilities.What you'll bringBasic to intermediate knowledge of network and server infrastructure.Office 365 and Active Directory knowledge.A minimum of 4 years of industry experience as a Service Desk agent or in a similar B2B Customer Service role within a technically complex environment.Proven experience handling escalated customer queries, tickets, and concerns with a focus on advanced technical troubleshooting and problem resolution.Understanding of diverse IT environments, systems, and network infrastructures.Advanced knowledge of technical troubleshooting principles and methodologies.Strong communication skills with the ability to manage stakeholders effectively.Familiarity with incident, change, and problem management processes within an ITIL framework.Flexibility to work on a rotational shift basis, including weekends and outside of typical business hours.Proficiency in English with outstanding written and oral communication skills. Additional language skills, particularly Mandarin Chinese, are a plus.Solid analytical skills with a proven ability to diagnose and resolve complex technical issues.Experience in a geographically spread technology support organization.A clear understanding of technology's impact on business and a customer-focus approach to IT support.Excellent organizational skills with the ability to multitask and prioritize effectively.Self-driven and proactive with a strong sense of ownership and accountability.Desired qualifications:Relevant certifications in IT support, network administration, or system engineering (e.G., CompTIA, Microsoft, Cisco)
