Call Center Representative IT Services

Responsibilities

• Handle inbound calls from ATS team members and log activity in the service desk system
• Monitor service desk ticketing software to prioritize and assign inbound tickets
• Provide ongoing support and status updates for existing support tickets
• Accurately enter ticketing information and determine correct prioritization
• Monitor tickets to ensure service level agreements are met
• Escalate issues to ATS management as needed
• Comply with SGS Code of Integrity and Professional Conduct

Requirements

• Minimum college degree or equivalent technical/professional qualification in life sciences, healthcare, or a related field
• 1-2 years of experience in a customer service role, preferably in IT
• Knowledge of general IT application support
• Excellent written and verbal communication skills in English (B2+ level or above)
• Strong MS Office and computer skills
• Ability to handle difficult or sensitive situations professionally
• Strong organizational and multitasking capabilities

About the Company

SGS is the world leader in inspection, verification, testing, inspection, and certification. With over 95,000 employees and a network of more than 2,400 offices and laboratories worldwide, it is a global benchmark for quality and integrity.