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.