IT Service Desk Specialist

Purpose of Position 

• The IT Service Desk Specialist is an advanced support position on the IT Service Desk team responsible for providing end users hardware and software on-site support services.
• The IT Service Desk Specialist is responsible for providing timely support contributing to a positive end user experience while ensuring that users adhere to standards and are compliant from a security, policy, approved software/device use, and license compliance perspective.
• Coordinates Service Desk services for hardware and software asset management.

Key Responsibilities

• Work with other IT resources to coordinate research and resolution of complex issues escalated from Tier 1 support team members.
• Participate on new service/solution implementation projects to understand support needs and provide training to Tier 1 and Tier 2 support teams to improve overall level of support we provide for new service/solution introductions.
• Deliver configured equipment in a timely manner as part of the on-boarding process.
• Enforce software and hardware standards defined by Global IT Management on all end user equipment.
• Procure hardware and software as required to support endpoint computing business needs.
• Manage IT Assets for end-user devices in the Asset Management System.
• Responsible for helping to manage IT Knowledge Bases and Documentation.
• Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers.
• Installation, configuration and troubleshooting of Windows OS (sometimes MAC, iPad etc.).
• Provide In-Person, and Remote Support as required.
• Support the local data centre, understand Servers, VMware, Network devices like switches & routers and storage devices.
• Work from the customer site 5 days a week, no remote support.
• Provide support to white glove users.

Position Relationships

• Position reports directly to the IT Service Desk Manager.
• Works on cross functional teams in IT and with other IT team members.
• Participate in new service/solution project teams to understand support needs.
• Collaborates with Global IT leaders on support needs.

Measures of Performance (Indicators)

• Efficient incident and request handling meeting established service level agreements.
• Quality/thoroughness of deploying solutions.
• Maintain good Opened vs Closed ticket ratio.

WHO YOU ARE (Qualifications)

• Qualifications in IT: ie. A+, N+.
• Fundamental understanding of computers, networks, the internet, and personal productivity programs (Word, Excel, Outlook etc.).
• Understanding of the Project life cycle management.
• Must have good communication skills and come across in a polite and professional manner.
• 5+ years in EUC role.
• Working experience with an International Company.
• Working on a global support team.
• Experience with Manage Engine ServiceDesk Plus ticketing platform.
• Experience with Jira.
• Knowledge of computer networking and components, as per relevant qualification certification programs.
• Knowledge of desktop operating systems, as per relevant qualification / certification programs.
• Knowledge of operating systems and applications, as well as hardware and software troubleshooting.
• Knowledge of the purposes for which people in the organization use the computers.
• Good Communication Skills, verbal and written.
• Strong Microsoft Office skills.
• Flexible and adaptable to the evolving nature of projects.
• Team player who enjoys working in a fast paced, pressurized, dynamic environment.
• Analytical person with a keenly developed appreciation of attention to detail.
• A high degree of accountability & integrity.
• Be capable of working unsupervised whilst understanding the importance & interdependencies of the team.
• Able to take responsibility for workload.
• Service orientated.