SGS is the world’s leading testing, inspection and certification company. With 93,000 employees and a network of 2,600 offices and laboratories, we ensure quality and integrity worldwide.

Primary Responsibilities

• Provide first line support to SGS affiliates and external clients.
• Handle incidents and requests quickly, resolving, escalating, and routing information.
• Determine incident severity and priority.
• Validate and evaluate technical and operational information related to incidents.
• Resolve issues on first contact via phone and remote access tools.
• Manage incidents throughout their lifecycle.

Reporting Line

IT Service Desk Manager or Supervisor

Specific Responsibilities

• Establish controls to monitor the performance of management systems.
• Validate, evaluate, and classify incidents and requests.
• Determine resolution or escalation paths t...