About the job
As a Global Support Specialist I at EVERSANA, you will utilize your technical expertise and exceptional customer service skills to deliver comprehensive technical support. You will serve as the primary contact for service requests, representing the IT department and ensuring seamless operations for our staff. Your multitasking abilities will be crucial in providing outstanding support for desktop, laptop, and mobile device issues. You'll be responsible for level one issue resolution, managing service calls, and classifying issues effectively.
KEY RESPONSIBILITIES:
Our team members are dedicated to achieving outstanding business results through collaboration. Your responsibilities will include:
- Executing entry-level IT tasks such as password resets, basic system configuration troubleshooting, and initial application access or performance analysis.
- Routing incoming incidents and service requests to the appropriate support teams.
- Maintaining accurate and timely records in our issue tracking system.
- Contributing to the service desk knowledge base and support documentation.
- Engaging in professional development and team improvement initiatives.
- Demonstrating a commitment to diversity, equity, and inclusion through ongoing development and proactive bias management.
- Performing additional duties as assigned.
In accordance with the Americans with Disabilities Act (ADA) and relevant state and local laws, EVERSANA is committed to providing reasonable accommodations for employees with disabilities, unless doing so would impose an undue hardship.
JOB EXPECTATIONS:
- Analyze end-user hardware, operating systems, and business application issues.
- Communicate professionally and effectively with users to understand issues and propose suitable solutions.
- Manage service desk workload efficiently to meet business SLAs.
- Participate in regular team meetings and provide updates on current projects and knowledge transfer initiatives.
- Be available to address system issues during and outside of regular hours.
This outline reflects general expectations for the role and should not be interpreted as an exhaustive list of all responsibilities.

