IT Service Desk Manager
hace 3 días
About the Role: As a Senior Service Desk Analyst, you will play a crucial part in supporting various systems and platforms both internally and externally. Your primary responsibility will be to perform initial diagnosis and resolve incidents and requests in a timely manner for end-users. Where necessary, you will escalate issues to other support teams and manage incidents efficiently within defined Service Levels.
Key Responsibilities:
- Diagnose, prioritize, troubleshoot, and resolve incidents where possible, or escalate them when necessary, adhering to pre-defined processes accurately in an ITIL environment.
- Develop knowledge articles to enhance the resolution process and boost customer satisfaction in line with Continual Service Improvement strategies.
- Log all Incidents, Requests, Changes, and problems accurately, following practices defined for each process, including updates and merging of work.
- Provide level 2 technical support.
Requirements: To succeed in this role, you should have a strong background in troubleshooting, as well as excellent written and verbal communication skills. Experience using ticket management tools like Jira is essential, along with demonstrated proficiency in Office 365, Teams, Active Directory, and Exchange. A positive can-do attitude towards clients and staff, combined with the ability to work shift schedules and travel internationally (up to 30%), makes you a strong candidate.
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