Service Desk Technician

Overview

The Service Desk Technician at Global Payments Inc. is a customer-centric role responsible for supporting IT services including corporate systems, network connectivity, desktop and mobile support in a 24x7 environment.

Responsibilities

• Provide first and second level technical support for incidents and service requests.
• Diagnose, triage, and escalate issues using documented processes.
• Troubleshoot hardware and software across various operating systems and devices.
• Handle support requests from multiple communication channels: calls, emails, chats, and tickets.
• Assist in system upgrades, maintenance, and software deployments.
• Maintain technical documentation and adhere to company policies.

Required Education & Experience

High School Diploma or GED with college coursework in Computer Science, MIS, or related field. A degree or equivalent experience plus at least one certification in CompTIA, Microsoft, Cisco, or ITIL is preferred.

Skills & Behaviors

• Proven team player with outstanding communication and customer service skills.
• Ability to manage multiple issues with detailed follow-through.
• Experience in cross-functional roles and culturally sensitive environments.
• Analytical skills to identify and resolve technical issues in various platforms.

Benefits

Contract of mandate with all necessary work tools, e-learning access, Multisport card, optional group life insurance, plus fresh fruit and coffee.

Key skills/competency

• IT Support
• Customer Service
• Incident Management
• Troubleshooting
• Hardware/Software
• Operating Systems
• Mobile Devices
• Technical Documentation
• Active Directory
• Communication