**Position Summary:** The Global IT Service Delivery organization, Colleagues Services is comprised of a global team, dispersed to regional facilities. This is a global organization responsible for providing 3rd level technical support to all Bentley colleagues for any IT incident, service request, or general question but also provides Infrastructure support for various offices in Austraila.

The members of this team are responsible for establishing and communicating a consistent strategic direction and enforcing the IT policies. **Your Day-to-Day:** + Receive and record incoming incident calls, service requests, and solutions into the incident management system.

+ Answer, troubleshoot, research, and resolve incidents and service requests in accordance with Service Level Agreements, departmental goals, and individual performance targets. + Gather troubleshooting and problem resolution information from other teams and document information in the appropriate departmen...