1st Line Support Consultant

About the role

Wilhelmsen Global Business Services is looking for a customer‑focused 1st Line Support Consultant to join its 24/7 Service Desk. You will be the first point of contact for users worldwide, handling incidents and service requests across Microsoft 365, identity, endpoint and connectivity services.

Key responsibilities

• Provide first‑line IT support and request fulfilment through ServiceNow for Microsoft 365, Entra ID, endpoint devices, VPN and security‑related services.
• Own incidents and service requests from initial contact through resolution or appropriate escalation, ensuring SLA compliance and clear communication.
• Maintain knowledge articles, perform structured shift handovers and contribute to continuous improvement of the global support operation.

Required profile

• Minimum 2 years of hands‑on experience in a technical Service Desk, Desktop Support or IT Helpdesk role.
• Strong customer‑centric attitude, ownership mindset and ability to work rotating/flexible shifts in a follow‑the‑sun model.
• Excellent written and spoken English; additional language skills are a plus.

Required skills

• Microsoft 365 (MS‑900) and Entra ID (Azure AD) administration.
• Endpoint support for Windows 10/11, macOS and Intune.
• VPN, connectivity and basic networking fundamentals.
• ServiceNow ITSM platform (strongly preferred).
• ITIL 4 Foundation certification.