Service Desk Specialist

About The Role At Forwood, we don’t just build software, we help some of the world’s largest organisations prevent fatalities and serious incidents. Forwood is a 100% remote global company headquartered in Australia, operating a 24×7 Service Desk to support customers around the world. We are seeking a Service Desk Specialist based in the UK/Europe who is customer-focused, process-driven, and motivated to develop strong product knowledge. This role requires flexibility in working hours, strong communication skills, and the ability to operate effectively in a structured, team-based support environment.

Key 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.

Required Skills And Experience

• 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.

This role is a 24×7 Service Desk role requiring flexibility to work rotating shifts, including weekends and after-hours. Work schedules may vary based on operational needs. The role requires adherence to established Service Desk processes to ensure consistent service delivery across all shifts, in a 100% remote environment. Join a company where purpose drives performance. Apply now and make an impact with Forwood Safety.