IT Service Desk Technician

Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team

IT Service Desk Technician (Remote)

Full-time, home-based in the US

As an IT Service Desk Agent, you will represent the ICT Organization as a member of the global IT Service Desk, delivering qualified IT support to employees companywide. Via phone support or case management, you will provide case resolution to users, walk users through a series of steps to determine the issue, classify the level and priority, and escalate tickets to the 2nd level support if necessary, while adhering to policies, and procedures, security requirements, and SLA’s.

As an IT Service Desk Technician, you will

• Provide first-line response for users requiring IT help desk assistance
• Escalate more complex issues to appropriate team members
• Track issues from open tickets to resolution using the help desk management system
• Set up and manage various user accounts
• Assist remote users
• Set up, install, and troubleshoot hardware, software, and other IT solutions
• Complete tasks required to maintain service levels
• Aid other technical teams
• Update technical documentation
• Perform other related duties and special projects as assigned by the manager

About you

• Experience in an IT help desk environment
• Strong Knowledge of IT Systems and ITIL Standards
• Excellent communication skills, oral and written
• Positive customer service and customer-friendly attitude
• Strong problem-solving, troubleshooting, and analytical skills
• Strong knowledge of Windows 10
• Experience with Active Directory, Microsoft Exchange, Microsoft Azure
• Ability to conduct research into software and hardware issues and products
• Must be well organized, conscientious, with excellent attention to detail
• Ability to adapt quickly to procedural and priority changes
• Ability to work well with others in a collaborative and team environment
• Ability to communicate to all levels of management
• Must be able to work additional hours, work any shift, and work on-call shifts if needed
• Must be able to self-manage

About us 
We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.  

Your life at BCD 

Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.  

You’ll be offered 

• Flexible working hours and work-from-home or remote opportunities  

• Opportunities to grow your skillset and career 

• Generous vacation days so you can rest and recharge 

• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools 

• Travel industry professional perks and discounts 

• Work From Anywhere program: you have the potential to work remotely in another country for up to 60 days per year! 

• An inclusive work environment where diversity is celebrated 

At BCD Travel we value you, our culture and success is defined by you. We carefully consider a wide range of compensation factors, including your professional background and experience. The salary range for candidates in applicable jurisdictions in the US for the position of IT Service Desk Technician is between $50,000 and $55,000. The actual pay depends on your skills, qualifications, experience and geographical location. 

Interested?  

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply.

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