Forwood Safety · 1 day ago
Service Desk Specialist
United States
Full-time
Remote
Entry, Mid Level
1+ years expForwood Safety is a global company dedicated to helping organizations prevent fatalities and serious incidents through software solutions. They are seeking a Service Desk Specialist to provide essential support in a 24×7 environment, focusing on customer service and effective issue resolution.
CRMPublic SafetyRisk Management
Responsibilities
Provide first-line and second-line support for enterprise applications, ensuring timely and effective resolution of customer issues
Monitor and manage incoming tickets through the Service Desk queue, prioritising work in accordance with SLAs and operational requirements
Diagnose, troubleshoot, and resolve application, system, and access-related issues, escalating to internal teams where required using established escalation processes
Accurately document incidents, requests, investigations, and resolutions to ensure clear handover and continuity across shifts in a 24×7 environment
Follow established Service Desk processes, workflows, and procedures, including shift handovers, testing standards, and escalation guidelines
Communicate clearly and professionally with customers, internal stakeholders, and cross-functional teams
Actively build and maintain product and domain knowledge to improve troubleshooting accuracy and resolution quality
Participate in ongoing training, process improvements, and team initiatives as required
Qualification
Required
1-3 years experience in a Service Desk, Help Desk, or Application Support role, preferably within an enterprise or SaaS environment
Strong written and verbal communication skills in English, with the ability to read, write, and speak at least one additional language
Experience working in a 24×7 support environment, including shifts that may involve weekends, public holidays, or after-hours work
Demonstrated ability to prioritise Service Desk tasks effectively and maintain focus on core support responsibilities
Strong attention to detail and commitment to accurate documentation
Ability to follow structured processes and work collaboratively within a team-based support model
Self-motivated with a proactive approach to learning complex products and systems
Comfortable working independently in a remote or distributed environment, with strong time management and accountability
Experience supporting enterprise or safety-critical applications
Familiarity with ticketing systems (e.g. Intercom, Jira)
Understanding of ITIL principles or service management frameworks
Experience working with global customers across multiple time zones
Company
Forwood Safety
Forwood is an innovative, values-driven company with a laser focus on fatality prevention.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Thorsten Scholz
Chief Operating Officer
Company data provided by crunchbase