Service Desk Executive

Driven by the passion to improve quality of people’s lives, WSA continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

We are looking for a Service Desk Executive to support ERP operations and projects in the EMEA region. This role ensures timely monitoring and resolution of incidents and RFCs, coordination with teams, and effective communication to maintain service-level agreements.

What you will do

• Monitor daily inward of Incidents/RFCs and prioritize based on urgency and impact.
• Assign tickets to respective team members and follow up on aged tickets or RFCs.
• Conduct weekly follow-up calls with relevant departments to ensure timely resolution.
• Escalate critical issues to the right team and track progress until closure.
• Provide day-to-day support for ERP-related issues across all EMEA affiliates and EDC.
• Maintain accurate documentation of incidents and changes in ITSM tools.
• Ensure compliance with Change Management and Incident Management processes.
• Collaborate with cross-functional teams to resolve technical issues efficiently.

What you bring

Experience

• 3+ years of experience in IT Service Desk or similar roles.
• Proficiency in IT operations, incident management, and change management processes.
• Basic knowledge of Infor ERP.
• Familiarity with ITSM tools and ticketing systems.

Personal competencies

• Excellent communication skills (written and verbal).
• Ability to identify priorities and manage escalations effectively.
• Strong organizational and problem-solving skills.
• Fluent in English.

Who we are

At WSA, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can't wait to hear from you.

WSA is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.