help desk manager

Swedishtechnology

Position OverviewWe are seeking responsible for overseeing help desk operations, including the full lifecycle of IT ticket management categorization, prioritization, assignment, and escalation&mdash;while ensuring timely resolution of technical issues. It also involves providing direct technical support to end-users to maintain high service standards and operational efficiency..Key Responsibilities&middot; Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.&middot; Manage and prioritize the help desk queue by ensuring accurate ticket categorization, effective assignment to appropriate technicians, and prompt action in alignment with established Service Level Agreements (SLAs).&middot; Maintain a high level of customer satisfaction by proactively communicating status updates, managing follow-ups, and professionally addressing service complaints.&middot; Document all incidents, resolutions, and steps in the ticketing system to build a comprehensive knowledge base.&middot; Create and update technical documentation, FAQs, and end-user guides to promote self-service.&middot; Assist in inventory management of IT assets, including tracking procurement, deployment, and disposal of hardware and software licenses.&middot; Contribute to the continuous improvement of help desk processes, tools, and service delivery methods.&middot; Monitor Help Desk system performance and provide reports to management.&middot; Additionally: o Install, configure, diagnose and/or resolve user-related hardware and software issues.o Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiencyContract TermsLocation: Flexible (onsite/remote hybrid as per project needs).Duration: 12 months (extendable).Workload: Full-time, 5 days per week.Job Type: Full-timeExperience:<ul><li>government : 4 years (Preferred)</li><li>Help desk : 4 years (Preferred)</li><li>IT Helpdesk: 4 years (Preferred)</li></ul>Language:<ul><li>Are speak Arabic and English (Required)</li></ul>License/Certification:<ul><li>driving License (Preferred)</li></ul>

IT Help Desk Administrator

Mission Pet Health

<div>About This Location:
<div>Join the team that supports the teams. At Mission Pet Health's Home Office in Birmingham, AL, our purpose is to provide world-class support to our network of 850+ animal hospitals nationwide. We manage the business side of veterinary medicine&mdash;from Finance and HR to IT and Marketing&mdash;so our 20,000+ hospital teammates can focus on what they do best: providing exceptional care to pets and their families. 
 
We are a veterinarian-led, people-focused, and pet-obsessed organization, founded on the belief that local practices thrive with autonomy and excellent support. Our award-winning culture is powered by our WAG values: 
 
Work Together, Amaze, and Grow. This philosophy has helped us be recognized by Newsweek as the #1 Most Loved Workplace in Healthcare and #11 in America for 2024. 
 
What&rsquo;s in it for you at our Home Office? 
When you join our team, you&rsquo;re not just starting a job; you&rsquo;re building a career with a tangible, lasting impact. You can expect:</div><ul><li>
Unparalleled opportunities for personal and professional development.</li><li>
Industry-leading benefits in a culture where your well-being comes first.</li><li>
The chance to apply your expertise to support the future of veterinary care on a national scale.</li></ul><div>
We&rsquo;re on a mission to be the greatest veterinary company in the world, and that mission is anchored by the incredible talent in our Home Office. If you're ready to make a difference for thousands of veterinary professionals and countless pets, we&rsquo;d love for you to be a part of it!</div>
Overview:
<div>
The Service Desk Manager leads the team responsible for delivering exceptional technology support and user experience across Mission Pet Health. Overseeing both Tier 1 and Tier 2 service desk operations, this role ensures consistent, high-quality support for all employees, clinics, and business units.</div><div></div><div> 
This leader will drive operational excellence, manage day-to-day service delivery, and implement scalable processes that enable efficient, proactive support. The Service Desk Manager will also play a key role in IT strategy &mdash; aligning service delivery, tools, and user experience with organizational goals.</div>
Responsibilities / Qualifications:

Key Responsibilities
Leadership &amp; Team Management<ul><li>
Lead, coach, and develop the Tier 1 and Tier 2 User Services teams.</li><li>
Define team structure, roles, and career paths to support a 7-day operational model.</li><li>
Foster a culture of accountability, empathy, and continuous improvement.</li><li>
Partner with HR and IT leadership to attract and retain top technical talent.</li></ul>
Operational Excellence<ul><li>
Oversee all user support operations, including ticket management, escalations, and service level compliance.</li><li>
Own the major incident management process, serving as the primary coordinator for response, communication, and resolution of high-impact outages or service disruptions.</li><li>
Ensure clear communication, rapid mobilization, and structured post-incident reviews for continuous improvement.</li><li>
Establish and monitor KPIs such as response time, resolution rate, customer satisfaction, and SLA performance.</li><li>
Standardize procedures for incident, request, and problem management.</li><li>
Manage shift coverage, on-call rotations, and resource allocation to ensure service continuity.</li></ul>
User Experience &amp; Communication<ul><li>
Champion a &ldquo;user-first&rdquo; support philosophy that emphasizes proactive engagement and clear communication.</li><li>
Serve as the senior escalation point for high-impact incidents and executive-level support.</li><li>
Communicate service updates, known issues, and improvement initiatives to the organization.</li></ul>
Process &amp; Continuous Improvement<ul><li>
Drive automation and self-service initiatives to reduce ticket volume and increase efficiency.</li><li>
Collaborate with Infrastructure, Applications, and Security teams to streamline cross-functional support.</li><li>
Implement feedback loops to continuously refine user experience and support processes.</li><li>
Regularly report performance metrics and insights to IT and business leadership.</li></ul>
Technology &amp; Governance<ul><li>
Administer and optimize ITSM platforms (e.g., Freshservice, ServiceNow).</li><li>
Maintain an accurate and up-to-date knowledge base and service catalog.</li><li>
Support the implementation of ITIL-based processes and frameworks for service delivery.</li><li>
Ensure compliance with organizational policies, security standards, and audit requirements.</li></ul>
Qualifications
Required:<ul><li>
7+ years of experience in IT support or service delivery, including at least 3 years in a leadership role.</li><li>
Strong understanding of end-user computing environments (Windows, macOS, Office 365, Google Workspace, MDM, etc.).</li><li>
Proven experience managing multi-tier service desk operations.</li><li>
Excellent leadership, communication, and analytical skills.</li><li>
Demonstrated ability to implement ITSM tools, SLAs, and process improvements.</li></ul>
Preferred:<ul><li>
ITIL Foundation certification or equivalent.</li><li>
Experience managing support for distributed or multi-location organizations.</li><li>
Background in healthcare, veterinary, or 24/7 service operations.</li></ul>
Key Metrics<ul><li>
SLA attainment and response time</li><li>
Ticket backlog reduction and first contact resolution rate</li><li>
End-user satisfaction (CSAT/NPS)</li><li>
Staff development, retention, and engagement</li></ul> 
<div></div>
Benefits:
<div>Benefits</div><div>
Work with an organization recognized as #2 in Healthcare by Newsweek&rsquo;s Most Loved Workplaces in 2025.</div><div><ul><li>
Online discount platform</li><li>
Collaborative team of people who live out our WAG values (work together, amaze, grow)</li><li>
Competitive salary</li><li>
Health, dental + vision insurance</li><li>
Maternity+Paternity Benefits</li><li>
401K with a company match</li><li>
Life insurance, short-term disability, and telemedicine</li><li>
Upward mobility and growth opportunities</li><li>
Generous paid time off and company-wide holidays</li><li>
Discounted veterinary care for your four-legged family members</li><li>
An opportunity to make a valuable impact on over 800 veterinary hospitals nationwide</li></ul></div></div>

Service Desk Manager

DigiSay

<div>
 The Big Picture
 
 
 DigiSay Group is a media tech company that started in 2010 focusing initially on creator services including content management and distribution. Today DigiSay acts as a media group with subsidiaries providing end to end services around the content life-cycle from inception to monetization. DigiSay aims to focus on the media sector from a technology, production, and venture building perspective.
 
 
 Job Role
 
 
 The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Support Technician is to provide first line support for all staff at the company. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, phone, in person and self-service.
 
 
 Main
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Provide first-line support to users in the operation and troubleshooting of hardware, including printers, scanners, laptops, and other external devices.
 </li>
 <li>
 Diagnose and resolve software and hardware incidents, including operating systems (Windows and macOS) and a wide range of software applications.
 </li>
 <li>
 Support IT suite operations by creating and maintaining instructional materials (printed and online) to help users become more self-sufficient and reduce support calls.
 </li>
 <li>
 Deliver inductions and basic training sessions on IT facilities and services for new staff or users as required.
 </li>
 <li>
 Conduct &ldquo;laptop clinics&rdquo; to assist staff with device setup, maintenance, and troubleshooting.
 </li>
 <li>
 Respond promptly to logged IT incidents, ensuring accurate documentation and timely updates to users.
 </li>
 <li>
 Take ownership of issues by performing problem analysis and implementing temporary or permanent fixes to restore service as quickly as possible.
 </li>
 <li>
 Escalate unresolved incidents to higher-level technical teams when necessary, while maintaining communication with the user until resolution.
 </li>
 <li>
 Assist in maintaining the IT asset inventory and ensuring compliance with IT policies and procedures.
 
 
 </li>
 </ul>
 
 Qualifications And Skills
 
 
 
 <ul>
 <li>
 Basic understanding of computer hardware, operating systems (Windows and macOS), and common office software (Microsoft 365, Google Workspace, etc.).
 </li>
 <li>
 Strong problem-solving and analytical skills.
 </li>
 <li>
 Excellent communication and interpersonal abilities.
 </li>
 <li>
 Customer-service oriented with attention to detail and patience when handling user issues.
 </li>
 <li>
 Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in any field, preferably in Information Technology or related studies.
 </li>
 <li>
 1-3 years of Experience in relevant field.
 </li>
 <li>
 Very good self learning and problem solving skills.
 </li>
 <li>
 Excellent Knowledge of (Installing Hardware / Software, Troubleshoot).
 </li>
 </ul>
</div>

IT Help Desk

Diversified

About Diversified: 
Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world’s most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.
 
What to Expect: 
At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.
 As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.
 IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.
 
Job Summary: 
A dedicated service desk manager to be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. Perform technical tasks, such as troubleshooting technical issues, and may perform administrative task, such as managing team performance and checking the quality of inventory, include managing projects, fixing reliability issues, tracking service metrics, managing budgets and leading the service desk team.
 
Job Responsibilities: 
<ul>
<li>Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service</li>
<li>Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary</li>
<li>Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews</li>
<li>Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery</li>
<li>Developing a deep understanding of projects to gain insights into the scope of service delivery.</li>
<li>Taking accountability for service delivery performance, meeting customer expectations, and driving future demand</li>
<li>Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization</li>
<li>Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades</li>
<li>Providing accurate and regular reports to the management on performance of the service delivery</li>
<li>Leading personnel management, including staff recruitment, performance assessment, training, and mentoring</li>
<li>Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.</li>
</ul>
Education/Certifications: Any Bachelor’s Degree12 + years of experience in Service Delivery with people management, technical, administrative, or logistic concentration.
 
Required/Desired Knowledge, Experience and Skills: 
<ul>
<li>Proficiency in leading both physical and virtual teams</li>
<li>Experience in dealing with third party-provided services.</li>
<li>Operational ability in a diverse, large-scale environment</li>
<li>Exceptional customer-facing skills</li>
<li>In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.</li>
<li>Fundamentals of ITIL (Information Technology Infrastructure Library) principles</li>
<li>Expertise in people management and leadership</li>
<li>Strong organizational skills</li>
<li>Capacity to train and guide junior team members</li>
<li>Ability to manage and prioritize tasks efficiently</li>
<li>Solid resource planning and problem-solving skills</li>
</ul>
Work Type Classification: Work from office
 Shift: Rotational Shift
 Location: Bangalore
 
<ul>
<li>Readiness to demonstrate a proactive attitude</li>
<li>Excellent verbal and written communication skills</li>
</ul>
What We Offer: 
Along with competitive compensation, you will be eligible for the following benefits:
 <ul>
<li>Multiple medical plan for self and family</li>
<li>Company paid Basic Life, AD&D, Short-Term and Long-Term Disability Insurance, and Employee Assistance Plan (EAP)</li>
<li>Paid Time Off and Paid Holidays</li>
<li>Commuter & Shift Benefits (US / APAC shifts)</li>
</ul>
To learn more about becoming part of the Diversified team, visit us at https://onediversified.com/careers/careers-at-diversified or email us at careers@onediversified.com.
 
Diversified is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All aspects of employment will be based on job requirements, individual qualifications, merit, performance, and business need.
 
We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.
 
We believe in fair and equitable hiring practices and strive to create an environment where all individuals feel valued and empowered.

Service Desk Manager-Bengaluru,India

NTT DATA

<div>Req ID: 338750
 
 
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. 
 
We are currently seeking a Service Desk Senior Manager to join our team in Bangalore, Karn&#257;taka (IN-KA), India (IN). 
 
&quot;General Duties and Responsibilities: 
 
In these roles, you will be responsible for: 
Provides direct supervision to a large team of operational, production, sales, service or administrative team members, or a small staff of professional-level team members. 
<ul><li>Work is guided by operational and project objectives.</li><li>Sets and communicates clear expectations for work outcomes and manages performance.</li></ul>
First-level leader of nonexempt, exempt and first- level Supervisors. 
<ul><li>Provides guidance and recommendations that drive results to improve business processes and client service delivery.</li></ul>
Manages the coordination of activities of a section or group with responsibility for results in terms of costs, methods, and team members. 
<ul><li>May lead cross functional projects or processes.</li></ul>
Experienced leadership and team building skills. 
<ul><li>Experienced project management skills.</li><li>Moderate knowledge of product lines, technical knowledge.</li><li>Strong client service skills.</li><li>Experienced in developing and leading a team to deliver key business results.</li></ul> 
Requirements for this role include: 
Excellent English written and verbal communication skills. 
Exceptional customer service skills. 
Great Team player 
People Management Skills 
Client Management 
24/7 rotational shifts and week offs 
Work from Office is mandatory 
Excellent communication skills, comfortable working with various stakeholders 
Advanced knowledge of systems software / hardware, networks and operating systems. 
Advanced knowledge of processes and tools utilized for system management, problem reporting, change management and support tools. 
Exceptional technical troubleshooting skills. 
Exceptional interpersonal and client service skills. 
Strong troubleshooting skills, bug-finding, and resolution 
Ability to work independently within a diverse global team 
IT software and hardware troubleshooting knowledge and skills (Win 10, macOS, iOS, Android, Google Suite and Microsoft Environment) 
Knowledge of Field Services, Desktop Engineering, Asset management, MAC would be a winner.&quot; 
 
About NTT DATA 
 
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&amp;D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com 
 
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us. 
 
NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.</div>

Service Desk Senior Manager

Concentrix

<div><div><div>Customer Service and Support
</div><div><div><div>Location</div>
<div>T&uuml;rkiye</div></div></div><div></div><div><div> 
</div>Job Title:
Help Desk Team Lead
Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.<h2 class="jobSectionHeader">
Essential Functions/Core Responsibilities</h2><ul><li>
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements</li><li>
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly</li><li>
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment</li><li>
Ensure service delivered to our customers meets contractual Key Performance Indicator (&lsquo;KPIs&rsquo;) and financial expectations</li><li>
Communicate expectations to employees and provide timely updates</li><li>
Provide subject matter expertise in handling escalated customer calls as needed</li><li>
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities</li><li>
Stay current on internal work processes, policies and procedures. Attend required manager development training</li><li>
Promote the Concentrix values through both behavior and attitude, including being an advocate for team members</li></ul><h2 class="jobSectionHeader"> 
Candidate Profile</h2><ul><li>
Associate's degree in related field with two to four years of relevant experience preferred</li><li>
Highly motivated individual with skills to develop and coach team members to achieve performance expectations</li><li>
Work well under pressure and follow through on items to completion</li><li>
Strong communication skills, both written and verbal</li><li>
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable</li><li>
Ability to mentor, coach and provide direction to a team of employees</li><li>
Willingness to work a flexible schedule</li></ul><h2 class="jobSectionHeader"> 
Career Level Description</h2>
Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.<h2 class="jobSectionHeader">
&lt;&lt; Philippines ONLY, Additional Description &gt;&gt;</h2><ul><li>
Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made</li><li>
Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies</li><li>
Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates</li><li>
Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policies</li><li>
Support and manage the program together with other Team Leaders and Managers</li><li>
Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization&rsquo;s policies and applicable legal requirements</li><li>
Manage team members on their performance on a regular basis, and write and deliver performance appraisal.</li><li>
The Team Leader&rsquo;s role is a managerial level position, a position reposed with trust and confidence.</li></ul><h2 class="jobSectionHeader">
Disclaimer
</h2>The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Location:
TUR - MALTEPE1 - Kucukyali Aydinevler Mh Aslanbey K1 Maltepe
Language Requirements:
Time Type:
Full time2025-08-02
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents</div></div></div><div></div>

Help Desk Team Lead

MEEZA QSTP

<div>
 
 
 Service Desk Analyst
 
 
 
 The primary responsibilities of the Service Desk Analyst:
 
 
 
 
 
 Functional Responsibilities:
 
 <ul>
 <li>
 Ensure full availability of Service Desk telephone, email, and other channels of support during their shift.
 </li>
 <li>
 Provide telephone and email support for clients and users.
 </li>
 <li>
 Proactively monitor support mailboxes and log in to the system.
 </li>
 <li>
 Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in to the service desk tool.
 </li>
 <li>
 Create, document, and review work instructions to help deal with similar incidents and requests.
 </li>
 <li>
 Take full ownership of all open Incidents and Service Requests and update them daily at a minimum.
 </li>
 <li>
 Support Workplace Services in providing remote support to resolve users&rsquo; issues. Educate end-users on technology best practices, self-help resources, and preventive measures to enhance their knowledge and reduce recurring incidents.
 </li>
 <li>
 Maintain accurate and up-to-date documentation, including knowledge base articles and troubleshooting guides, to facilitate efficient issue resolution and knowledge sharing among the service desk team.
 </li>
 <li>
 Ensure that Service Desk operations directly contribute to strategic business objectives by minimizing downtime, enhancing user productivity, and supporting the continuous operation of critical IT services.
 </li>
 <li>
 Align all activities with IT and service management goals, ensuring that every service desk interaction contributes to MEEZA's overall business success and customer satisfaction.
 </li>
 </ul>
 
 
 
 
 
 Knowledge, Skills &amp; Experience
 
 
 
 Academic &amp; Professional Qualifications:
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in computer science, Information Systems, Engineering, or equivalent.
 </li>
 </ul>
 
 Experience:
 
 <ul>
 <li>
 3-4 years of experience in delivering remote IT support via telephone and remote support tools within an IT Service Provider environment.
 </li>
 </ul>
 
 
 
 
 
 Skills and Requirements:
 
 
 <ul>
 <li>
 Strong problem-solving abilities to diagnose and resolve customer issues.
 </li>
 <li>
 Excellent written and verbal communication skills, with a keen focus on effective customer service.
 </li>
 <li>
 Customer oriented mindset, meticulous attention to detail, along with empathy and patience, to consistently deliver high-quality support to clients.
 </li>
 <li>
 Hands-on experience with Microsoft Operating Systems and the Office suite.
 </li>
 <li>
 Mandatory expertise in Microsoft Active Directory, Exchange, Azure, and O365 administration.
 </li>
 <li>
 Knowledge of IT Service Management principles, ITIL V4 Foundation certification.
 </li>
 <li>
 Knowledge of fundamental IT security principles.
 </li>
 <li>
 Experience with ITSM tools, preferably HP/Microfocus Service Manager, is an asset.
 </li>
 <li>
 Proficiency in Microsoft Active Directory, Exchange, and O365.
 </li>
 <li>
 
 Preferred
 
 : Industry certifications such as MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA, and CCNP, supported by practical hands-on experience.
 </li>
 <li>
 
 Preferred
 
 : Familiarity with various network systems, including CISCO IPT, VPN services, and basic first-level network troubleshooting skills.
 </li>
 <li>
 
 Preferred
 
 : Experience or knowledge of SCCM, Intune, BitLocker, and endpoint security is highly recommended.
 </li>
 </ul>
 
 
</div>

Service Desk Analyst

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