United States
India
11 April 2024
We are hiring for Service Desk Officer to provide essential IT support and expertise to ensure the success of various initiatives. Collaborating closely with the Service Delivery Manager and Service Desk Lead, you will analyze incident trends, identify root causes, and implement effective resolutions to foster a proactive approach to incident management.
Mandatory Skill(s)
- Degree or Diploma in Information Technology or equivalent discipline;
- Minimum 2-3 years of relevant experience in a similar IT support role;
- Experience with SaaS ITSM Suite of tools such as ServiceNow;
- Strong technical knowledge of workstation hardware, software applications, printers, iOS, smartphones, tablets, and network-related services;
- Proficient in troubleshooting and problem-solving techniques;
- Excellent communication skills with the ability to effectively interact with end-users and support teams;
- Knowledge of ITIL best practices and incident management processes;
- Strong analytical and reporting skills;
- Self-motivated, proactive, and able to work independently and collaboratively in a team environment;
- Good documentation skills and attention to detail;
Desirable Skill(s)
- Relevant certifications in ServiceNow and ITIL;
- Experience in Mac OS, JAMF Pro and AV systems.
Responsibilities
- Provide remote and on-site technical support for workstation hardware, applications, email, printers, smart devices, corporate mobile phones, and network-related services;
- Perform workstation setup and relocation tasks efficiently;
- Assist in setting up meeting rooms for conferences, where IT support is required;
- Invoke problem escalation processes to the next level of support when necessary;
- Communicate effectively with Incident Management, Change Management, Problem Management, and respective support teams;
- Create, support, and deliver accurate ad-hoc/standard dashboards and reports to communicate performance metrics in relation to SLAs in a timely manner;
- Coordinate with vendors and facility team as needed to ensure timely and effective resolution of meeting room device issue;
- Maintain accurate hardware and software inventory and documentation of meeting room equipment;
- Undertake any other ad-hoc IT tasks as assigned by the management;
- Create, support, and troubleshoot Azure Virtual Desktop access and issues in BAU support.
If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Srikanth Ramakrishna Sarma at srikanth.ramakrishna@sciente.com quoting the job title.
