JOB SUMMARY

We are looking for an experienced IT Service Desk Specialist to join our team. As an IT Service Desk Specialist, your role is to oversee the entire Service Desk operations and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions.

JOB RESPONSIBILITIES

Strategy & Planning:

• Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Acquisition & Deployment:

• Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of Service desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

Operational Management:

• Manage the processing of incoming calls to the Service Desk via System, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Track and analyse trends in Service Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Logging, categorizing, and prioritizing all calls.
• Providing first-line investigation and problem diagnosis.
• Resolving incidents or service requests when first contacted or whenever possible.
• Escalating incidents and service requests that cannot be resolved within agreed-on time limits
• Closing resolved incidents, requests, and other calls
• Communicating with users to keep them informed of progress, impending changes, agreed-on outages, and other such notifications
• Follow-up and update user status and information
• Pass on any feedback or suggestions by user to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

JOB REQUIREMENTS

• Bachelor’s Degree in the field of computer science, information technology, or related field and/or 5 years equivalent work experience.
• Certifications in ITIL.
• 5 years of comprehensive working experience as an IT Service Desk Specialist or a similar role in a company.
• Good communication and multitasking skills
• Advanced Administrative skills