JOB DESCRIPTION
• Manage the ticket queue.
• Monitor incoming customer tickets and assign or troubleshoot as needed.
• Must have solid knowledge of computer systems and their functions.
• Handle and manage user account provisioning.
• Provide support for business applications, including Microsoft Office.
• Join our Rackspace FLR team as a Service Desk professional with strong customer service skills.
• Ensure all tickets are resolved satisfactorily within the appropriate SLA.
• Log calls and offer basic technical support, while also tracking and following up on all tickets.
• Perform capability gap analyses and drive continuous service improvements for end‑user support services.
• Take ownership of tickets throughout their lifecycle following the ITIL framework.
• Provide regular updates to customers regarding their open tickets.
• Deliver excellent customer service and call handling, including email communication.
• Knowledge of ITIL, experience with ServiceNow, and some technical IT skills are an advantage.

ROLE DIMENSIONS
• Global customer support coverage.
• Proficient in supporting Microsoft products.
• Able to configure printers and other devices within the Windows operating system.
• Willing to work in a 24×7 environment.
• Strong understanding of Windows 10 (deployment and support), Office 365 (users and groups), and Active Directory (creating and managing user accounts and distribution/security groups).
• Basic understanding of Azure.
• Skilled in incident management and troubleshooting hardware and software issues.
• Familiar with installing or re‑imaging device operating systems.
• Knowledge of basic cross‑platform troubleshooting tools such as ping and traceroute.