Job Description
Global Virtual Service Desk & Incident Resolution: Act as the contact for the Global AskIT Service Desk, responding to technology incidents and service requests from employees worldwide. Provide first-contact resolution (FCR) support for complex remote issues involving operating systems, remote access, email, and software applications. Ensure all interactions are accurately logged, updated, and closed within the IT ticketing system.
Shift Coverage and Service Continuity: Adhere strictly to the mandatory monthly rotating shift schedule (Day, Morning, Night) to ensure continuous coverage for the global employee base. Participate in a weekly rotating on-call schedule to provide coverage for critical incidents during weekends and holidays. Maintain a high level of performance and focus regardless of the scheduled shift time.
Account & Access Management: Support user accounts and access permissions, including provisioning, modification, and deactivation across various critical corporate systems. Enforce IT Security policies related to password management, access control, and endpoint security during remote support interactions.
About Cloudflare
Cloudflare helps build a better Internet by running one of the world’s largest networks that powers millions of websites and other Internet properties.