Job Description

Job Description

Job Description

IT Managed Service - Global Service Desk Agent Summary LHH Recruitment Solutions is seeking experienced Global Service Desk Agents who will be responsible for delivering seamless, standardized, and transparent IT support services to our clients' end-users across global locations. This role ensures timely incident and service request handling, escalation, and resolution using ITIL-based best practices. The position demands strong communication skills, technical proficiency, and a customer-centric approach to maintain high levels of user satisfaction and operational efficiency. Compensation: $20.00 per hour Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria. Location: 100% Remote - U.S. Based Shifts: 5 consecutive days a week, may include weekends and holidays...These are examples, shift will be determined after training.

• Shift A (Morning): 08:00 AM - 04:00 PM
• Shift B (Evening): 04:00 PM - 12:00 AM
• Shift C (Night): 12:00 AM - 08:00 AM

Key Responsibilities The role includes but is not limited to:

• 24x7 Service Desk Operations : Provide round-the-clock support using ITIL-based frameworks.
• Multi-Channel Ticket Intake : Receive and log incidents via web, phone, and email.
• First-Line Resolution : Attempt initial troubleshooting and resolution; escalate as needed.
• Incident Monitoring & Escalation : Track ticket history, assign severity, and escalate per SLA.
• User Communication : Provide timely updates and feedback to users.
• Tool Utilization : Leverage Helpdesk tools (e.g., ServiceNow) for ticket management and escalation.
• Remote Resolution : Resolve issues remotely to minimize on-site dispatch.
• Knowledge Management : Maintain and update KMDB for consistent resolution practices.
• Performance Metrics : Focus on increasing ROFC (Resolution on First Call) and CSAT/TSAT scores.
• Continuous Improvement : Identify and implement service enhancements.

Typical Day-to-Day Activities

• Logging and categorizing incoming tickets with correct priority.
• Providing first-level support for FCR-able incidents.
• Following up with users and IT teams on pending tickets.
• Escalating unresolved issues to second-line support.
• Updating ticket status and documentation in real-time.
• Participating in shift handovers and team syncs.
• Reviewing and updating knowledge base entries.
• Supporting onboarding processes for new hires.

Qualifications Required (from provided description):

• Fluent English communication (written and verbal).
• Technical knowledge in operating systems, MS Office, Outlook, antivirus tools.
• Understanding of incident management and Helpdesk tools (e.g., ServiceNow).
• Minimum 12 months of experience in a similar role.
• Ability to prioritize and escalate tickets appropriately.
• SPOC for user calls within defined scope.

Typical Additions:

• ITIL Foundation certification (preferred).
• Experience with remote desktop tools and ticketing systems.
• Strong customer service and business etiquette.
• Ability to work in a global, multicultural environment.
• Familiarity with SLA adherence and performance metrics.
• Competency framework alignment and quarterly skill validation.

Pay Details: $20.00 per hour

Search managed by: Jason Timothy

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to uat.lhh.com/us/en/candidate -privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Job Tags

Hourly pay, Temporary work, Local area, Shift work, Night shift, Day shift, Afternoon shift,

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