Service Desk Technician

About the role

Join the Global Service Desk to be the first point of contact for Curium employees and partners worldwide. You will deliver timely, high‑quality technical assistance, log and resolve incidents, and contribute to continuous service improvement.

Key responsibilities

• Provide first‑line support via Freshservice, phone, chat and email, ensuring accurate ticket creation and lifecycle updates.
• Troubleshoot and resolve incidents on end‑user devices, Windows OS, Microsoft 365, collaboration tools and approved business applications.
• Fulfil service requests such as software installation, access provisioning and equipment provisioning following security policies.
• Support user onboarding and off‑boarding, coordinating account setup, workstation readiness and security guidance.
• Escalate complex issues to specialised resolver groups with clear diagnostics and evidence.
• Create and maintain knowledge‑base articles and keep asset records up to date in Freshservice.

Required profile

• Bachelor's degree in IT or equivalent professional experience.
• Minimum 2 years in a Service Desk or IT support role within an international environment.
• Hands‑on experience with ITSM processes (Incident, Request, Knowledge) and adherence to SLAs.
• Strong troubleshooting skills on Windows and common end‑user hardware.
• Fluent English communication; additional languages are a plus.

Required skills

• Freshservice (or equivalent ITSM tool) for ticketing and knowledge management.
• Windows operating system troubleshooting.
• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint).
• Active Directory / Entra ID, MFA and basic security hygiene.
• Remote support tools and endpoint management basics (Intune, Autopilot, SCCM).
• Fundamental networking concepts (TCP/IP, DNS, Wi‑Fi, VPN).