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Description

About OTS IT
Operations is at the heart of Amazon’s business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. OTS IT provides nonstop global IT support to Amazon Operations as a vital piece to the puzzle. We are looking for self-motivated individuals to take on new challenges and motivate teams in fostering solutions to the hurdles we face. Together, we take ownership for what we do — whether supporting IT infrastructure, developing new technology in-house, launching a new Amazon Operations facility, or delighting our customers by delivering packages directly to them.OTS IT provides 24x7 global IT support to Amazon Operations, including Fulfillment, Sortation, Logistics, and Last Mile...

About The Role
The OTS Global Service Desk is a virtual extension of field IT teams, providing prompt and professional remote IT assistance to team members, partner organizations, and customers across the global fulfillment organization
The team operates with a #BetterTogether and #OneTeam mindset in service of shared organizational goals
The role involves troubleshooting technical issues, enabling access to critical systems, and resolving customer queries through phone and chat interactions
The team leverages the latest tools and continuously hones skills to deliver efficient, effective solutions that keep workflows running smoothly
Every interaction is approached with a dedicated focus on customer satisfaction, ensuring a positive support experience
The role requires a friendly, knowledgeable, and solution-oriented approach to IT support that goes above and beyond standard expectations
This position contributes directly to the success of the organization by keeping operations running seamlessly through prompt remote resolution

Key job responsibilities
Offer remote support for requests received through phone and chat interactions, incidents, and requests assigned in ServiceNow
Resolve IT support issues following established policies and procedures
Follow escalation protocols, troubleshoot/ escalate issues to the right team
Perform deep dive tasks and produce analytics
Maintain or create policies, procedures, and processes