Overview
Provide L1 and L2 on-site / remote IT support and fulfil service requests for CLIENT’S employees in all CLIENT’S locations.
Responsibilities
Perform asset tracking of all corporate devices (from purchase to disposal).
Manage end-to-end process for all new tickets in the ESM tool, handle incoming phone calls, Teams messaging to the Service Desk, provide first call resolution, log tickets, escalate where needed, and follow up with users to track closure within the agreed SLA.
Utilize ESM tools (e.g., ServiceNow) to manage all ESM tickets, adhering to response and resolution times based on ticket severity and document key actions within the ticket accurately.
Support the Team Lead in providing dedicated support for VIP users and be available for after-hours VIP (VP and above) support with advance notice from CLIENT’S team.
Provide CLIENT’S employees with information and support related to CLIENT’S corporate systems and guidance on self-service support and Service Desk modes of support.
Monitor the health of corporate systems and escalate abnormalities to the Team Lead.
Escalate any company-wide incidents to the Team Lead.
Assist in implementing service improvement plans approved by CLIENT’S team.
Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.
Follow established processes and best practices within the IT Service Desk playbook.
Refer to solutions/knowledge in the IT Service Desk playbook to facilitate self-service troubleshooting by CLIENT’S users.
Contribute to a positive team environment and foster a culture of excellent customer service and continuous improvement.
Continuously update skills and knowledge to stay current with industry trends and technologies.
Education
Diploma in Computer Science, Information Technology or a related field.
Technical skills
Proficiency with Windows OS, Active Directory, corporate network and common hardware/software troubleshooting for Windows laptops.
Strong proficiency in Microsoft 365 applications and services, and Microsoft Azure.
Experience with endpoint protection solutions such as web proxy, remote browser isolation and endpoint detection & response solutions.
Familiarity with meeting room video conferencing and AV solutions and troubleshooting.
Proficiency in using ESM tools such as ServiceNow.
Experience
At least 3 years of experience in a service desk or technical support role, with exposure to a variety of devices and applications in a corporate environment.
Experience as system engineer / system administration.
Mac OS experience is a plus.
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