Associate, IT End User Services Location: Global Capability Center (GCC) Department: IT End User Services / Solutions Support About the Role We are seeking an Associate, IT End User Services to join our support team and deliver exceptional technical assistance to our end users. This role serves as the frontline of IT support for Bridgestone’s proprietary customer-facing systems, resolving day-to-day technical issues while ensuring a seamless user experience across systems and tools. What You’ll Do • Provide Tier 1 technical support via phone, email, and support portal • Troubleshoot and resolve issues related to: • User access and account management • Business applications (e.g., internal platforms, portals) • Hardware, laptops, and peripherals • Log, categorize, and manage incidents using a ticketing system (e.g., Freshdesk) • Follow standard processes and knowledge articles to drive consistent support • Escalate complex or unresolved issues to Tier 2 or engineering teams • Support employee onboarding/offboarding (account setup, equipment provisioning) • Maintain accurate and detailed ticket documentation • Meet and exceed SLA and customer satisfaction targets • Complete administrative tasks for system management What You Bring • 0–2 years of experience in IT support or service desk • Basic knowledge of: • Windows OS and Microsoft 365 • Ticketing systems (Freshdesk, ServiceNow, etc.) • General troubleshooting practices • Android and Apple (iOS/macOS) devices • Strong customer service and communication skills • Ability to prioritize and manage multiple requests in a fast-paced environment Nice to Have • • Experience supporting enterprise applications or customer-facing systems • Familiarity with structured support environments (Tier 1/Tier 2 models) Why Join Us • • Collaborative team environment focused on continuous improvement • Exposure to enterprise systems and cross-functional teams • Impactful role supporting business operations and customer experience • Build world class 24/7 Customer Support model Success in This Role Looks Like • • High first-contact resolution rates • Strong ticket quality and documentation • Consistent SLA performance • Positive customer satisfaction (CSAT) feedback