IT Servicedesk Specialist I

Synchronoss Technologies, a global leader in personal Cloud solutions, empowers service providers to establish secure and meaningful connections with their subscribers. Our SaaS Cloud platform simplifies onboarding processes and fosters subscriber engagement using artificial intelligence (AI), machine learning, and other advanced features, resulting in enhanced revenue streams, reduced churn, and faster time-to-market. Millions of subscribers’ trust Synchronoss to safeguard their most cherished memories and important digital content.

Synchronoss is seeking an experienced Service Desk Specialist with excellent communication skills and a strong desire to learn, to join our dynamic and supportive Service Desk team.

The ideal candidate will have a keen eye for detail, be comfortable managing Incidents and Service Requests, possess solid IT troubleshooting skills, and be flexible in working hours to support our internal customers in a fast-paced and engaging environment.

The Service Desk serves as the first point of contact for our global Synchronoss employees, ensuring all Incidents and Requests are handled in a standardized, efficient, and timely manner.

The team is responsible for providing the initial response to Incidents, including answering, updating, and responding to tickets. Wherever possible, issues are resolved at first contact; otherwise, they are accurately escalated to the appropriate internal IT teams for resolution.

Your role will include logging and categorizing requests in ServiceNow and tracking issues from start to resolution.

Good organizational skills are important to keep work and records up to date.

Responsibe to answer IT questions in person, over the phone, by email, and through MS Teams.

Assist with password resets and account unlocks, install software, and help set up mobile and office equipment.

Troubleshoot hardware and software issues and create simple FAQ guides and training documents for users.

Work closely with internal teams to make sure IT requirements are met and follow all Service Desk procedures.

Prepare daily, weekly, and monthly reports as required

The successful candidate will work under the guidance of the Service Desk Manager and Leads, following direction while contributing positively to the team’s overall performance.

Relevant tooling and process trainings will be provided.

0.6 Months to 2 years of experience in Helpdesk / Servicedesk roles.

Any graduate in Computer Science, Engineering or similar relevant field 

Experience with MS Office (especially Excel, Word, and PowerPoint), MS Teams, and ServiceNow is a plus.

Synchronoss is proud to be an equal opportunity employer. As a global company, we value and celebrate diversity and are committed to a workplace free from discrimination and harassment. We take pride in fostering an inclusive environment based on mutual respect and merit. We are at our best when our workforce is dynamic in thought, experience, skill set, race, age, gender, sexual orientation, sexual expression, national origin and beyond.