The Service Desk is responsible for the management of service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed. It is also responsible for the monitoring of the corporate ICT infrastructure. In addition, the Service Desk Tier 1 Technical Team performs support duties at various levels for the following IT processes: Major Incident, Problem, Change and Configuration Management. Responsibilities may include part of or all the following:
• Management of support requests, incidents, and event-generated incidents in the ITSM
system Service Now, and follow-up throughout the incident life cycle.
• Analysing and resolving incidents according to established operational procedures.

• Escalating incidents when necessary and identifying and employing measures to prevent reoccurrence.
• Managing support requests until closure.
• Monitoring of the ICT infrastructure through the use of various monitoring technologies.
• Informing customers of outages, known errors and resolution progress.
• Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures.
• Performing other duties as required.

The resource MUST have the following skills and experience:

• A minimum of at least 2 years of experience in a Service Desk environment, supporting customers, and the following functional and technical skills:
• Working knowledge of ServiceNow or other ticketing tools.
• Incident and Request Management and escalation.
• Working knowledge of one or more Operational Monitoring Tools – SCOM, OEM, NNMi, Argos.
• Language fluency in English is required (verbal and written).
• Excellent telephone manners, and interpersonal skills.
• Ability to work under pressure
• Excellent problem-solving abilities
• Active Directory On-Prem – User creation and administration; Security groups, distribution lists, service accounts, and mailbox creation and modification.
• Azure AD – User administration; MFA device registration; MS licensed software assignment.
• Symantec VIP or the MFA software administration

Soft skills:

• Customer facing experience and oral communication skills
• Ability to write documentation & reports
• Creativity/ ability to find innovative solutions
• Willingness to learn on the job
• Conflict management & cooperation
• Ability to work under pressure
• Flexibility and cooperation amongst the team

Languages:

English – Advanced Level

Desirable certifications:

• ITIL certification
• Diploma or equivalent in a Computer Science related area
• Any other relevant IT certifications

Teleworking Options:

☒ Yes, based on schedule and rotation with the requirement to be onsite for certain days.

On-Call requirements:

☒   May be required on an exceptional basis