IT Service Desk

Purpose of Role
As a Lufthansa InTouch Group function, the Service Desk Consultant role is responsible:
for providing technical 1st level support to the global LIT environment
to maintain written record of all incidents and tickets logged.
comply with all Global IT and Security standards
Work Performed
Serve as primary contact for IT issues globally.
Remotely handle Service Requests from multiple sources such as email, chat and telephone for all employees requiring IT support within LIT.
1st Level support involving and not limited to password resets, 2FA token assignments.
Coordinate and consult with “User and Systems Support Specialists”.
Assign tickets to relevant IT resources where applicable (local IT, 2nd Tier or 3rd Tier support).
Record, process and maintain all tickets on the LIT IT ticketing system.
Report unusual and recurring issues to Senior Support Specialists.
Adhere to troubleshooting steps and escalation processes.