Job Description

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...

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