Collaborate closely with the Service Delivery Manager and ServiceDesk Lead to analyze incident trends, identify root causes of negative trends, and implement effective resolutions, fostering a proactive approach to incident management.
Mandatory Skill(s)
- 2 – 3 years previous 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, smart phones, tablet 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;
Desirable Skill(s)
- Services Now;
- Active Directory;
- AVD / WVD support;
- Microsoft SharePoint;
- MS Intune;
- Proficiency in spoken and written English;
- iOS and Android OS;
- Mac OS and JAMF Pro will be an advantage;
- Experience with AV systems will be an advantage;
- Voice (IP phone), smart device/ corporate mobile phone;
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;
- Assisting in setting up meeting room for conference, where IT support is needed;
- Invoke problem escalation process to next level of support;
- Learning and sharing knowledge in different forms, from contributing with articles in the Knowledge Database up to delivering training or facilitating forums;
- Communicate with Incident Management, Change Management, Problem Management, and respective support teams;
- Create, support, and deliver accurate ad-hoc/standard dashboards/ reports to communicate performance metrics in relation to SLA in a timely manner;
- Provide analysis and interpretation as required;
- Undertake any other ad-hoc IT tasks as assigned;
- 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;
- Create, support and troubleshoot Azure Virtual Desktop access and issues in BAU support;
- Perform support on desk relocation and configuration.
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 Binod Chetri at binod.c@sciente.com quoting the job title.
