At Skillsoft, we propel organizations and people to grow together through transformative learning experiences. We believe every team member has the potential to be AMAZING. Join us in our quest to transform learning and help individuals unleash their edge.
OVERVIEW:
Skillsoft is seeking a detail-oriented IT Service Desk Analyst with 1-31 year years of experience in delivering global support. The candidate should exhibit excellent communication skills, adaptability, proactive problem-solving, and the ability to handle rapidly changing priorities. The role requires a self-driven individual who can effectively manage their workload and prioritize tasks within a fast-paced tech environment.
OPPORTUNITY HIGHLIGHTS:
- Act as the initial point of contact for users seeking technical assistance via phone, email, chat, or in-person.
- Diagnose and resolve technical issues involving Windows and macOS systems, laptops, peripherals, and various software applications.
- Appropriately log, categorize, and route tickets within the ServiceDesk system.
- Triage issues, provide immediate solutions when possible, and escalate complex problems to Tier 2 support.
- Document all user interactions and troubleshooting steps in the ticketing system with clarity and detail.
- Perform installations, configurations, and updates for operating systems, hardware, and software.
- Adapt to rotating shifts and be available for on-call duty to support regions including APAC, EMEA, and North America.
- Develop, maintain, and update training materials, documentation, and standard operating procedures (SOPs).
- Enhance customer experiences by driving success and satisfaction through excellent service.
- Maintain a professional and positive attitude at all times while delivering superior customer service.
- Adhere to Service Desk SLAs, processes, and best practices, while complying with regulatory standards.
SKILLS & QUALIFICATIONS:
- Proven track record with 1-3 year of experience in a global ServiceDesk environment.
- Outstanding communication skills, both written and verbal.
- Experience with global ticketing systems and familiarity with ITIL framework (certification preferred).
- In-depth knowledge of Windows and macOS, as well as proficiency with the Microsoft Office suite.
- Expertise in supporting various conferencing tools such as WebEx, Zoom, and Microsoft Teams, including live event support.
- Exceptional organizational skills with a keen eye for detail.
- Previous experience with audiovisual and video conferencing systems.
- Robust analytical abilities and problem-solving skills.
- A friendly and professional demeanor, with a customer-oriented mindset. Education: Relevant degree or certifications in Information Technology, Computer Science, or related field.
- Certifications: CompTIA A+, Microsoft Certified Professional (MCP), or other relevant IT certifications are a plus.
- Language Skills: Multilingual capabilities are advantageous for supporting a global user base.
- Cultural Competency: Ability to work effectively across diverse cultural environments.
- Collaboration: Experience working in a team-oriented, collaborative environment.
OUR VALUES
WE ARE PASSIONATELY COMMITTED TO LEADERSHIP, LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR CUSTOMERS AND EACH OTHER AS:
- ONE TEAM
- OPEN AND RESPECTFUL
- CURIOUS
- READY
- TRUE
Skillsoft delivers online learning, training, and talent solutions to help organizations unleash their edge. Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets – their people – and build teams with the skills they need for success. Empowering 36 million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance.
Skillsoft is partner to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, which offers measurable impact across the entire employee lifecycle. Learn more at www.skillsoft.com.
Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we would love for you to apply!
NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft (US) Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law.
Top Skills
What the Team is Saying
What We Do
Skillsoft (NYSE: SKIL) is a global leader in corporate digital learning, focused on transforming today’s workforce for tomorrow’s economy. The Company provides enterprise learning solutions designed to prepare organizations for the future of work, overcome critical skill gaps, drive demonstrable behavior change, and unlock the potential in their people. Skillsoft offers a comprehensive suite of premium, original, and authorized partner content, including one of the broadest and deepest libraries of leadership & business skills, technology & developer, and compliance curricula. With access to a broad spectrum of learning options (including video, audio, books, bootcamps, live events, and practice labs), organizations can meaningfully increase learner engagement and retention. Skillsoft’s offerings are delivered through Percipio, its award-winning, AI-driven, immersive learning platform purpose built to make learning easier, more accessible, and more effective. Learn more at www.skillsoft.com.
Skillsoft provides a comprehensive selection of cloud-based corporate learning content, including courses, videos, books, and other resources on Leadership Development, Business Skills, Digital Transformation, Technology & Developer, and Compliance. Percipio’s intuitive design engages modern learners and its consumer-led experience assists in accelerating learning.
Why Work With Us
We are all about “Making Work Matter” and strongly believe in the life changing impact of learning. Our team is passionately focused on helping people achieve their fullest potential through learning and development. We are always looking for game changers wanting to make an incredible impact within a purpose driven environment.
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