IT Services Specialist

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

IT Services Specialist – Job Description

Summary:

Genesys IT is currently seeking an IT Services Specialist to join our EMEA team. This is a rare opportunity for an individual who can build strong relationships, earn trust across the business, and represent IT with professionalism while managing ServiceDesk incidents and requests at an advanced level.

The IT Services Specialist (L2/L3) serves as a key technical resource within the region, providing hands-on support and delivering high-quality customer service to employees across EMEA—including executive leadership. The role is responsible for resolving escalated issues from the Global Helpdesk and junior Desktop team members, managing Tier 2/3 troubleshooting across hardware, software, operating systems, network connectivity, collaboration tools, and all deployed end-user technologies.

In addition to advanced incident resolution, this position supports employee onboarding and offboarding, contributes to device lifecycle operations, and assists in the training and oversight of junior Desktop Specialists under the direction of the team manager. Issues requiring deeper technical expertise will be escalated to L4 subject-matter teams, with the Senior Specialist maintaining ownership for follow-up and ensuring service levels are achieved.

As IT Services evolves with AI-assisted diagnostics, automation, and modern endpoint management, the Senior Specialist will help drive adoption of these tools to enhance service quality and operational efficiency. The role demands a disciplined approach to process execution and strict adherence to regional compliance requirements, including Sarbanes-Oxley, ISO9001:2008, and ISO27001 frameworks.

This is a hands-on, customer-facing role requiring strong technical proficiency, exceptional communication skills, and the maturity to operate independently. The successful candidate will demonstrate a commitment to continuous improvement while delivering a reliable, frictionless technology experience for users across the region.