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)
- Must Have 1- 2 years previous experience in a similar IT support role;
- Must Have Experience with SaaS ITSM Suite of tools such as ServiceNow;
- Must Have 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;
- Have Knowledge of ITIL best practices and incident management processes;
- Have Strong analytical and reporting skills.
Desirable Skill(s)
- ITIL Certified.
Responsibilities
- Provide both remote and on-site assistance for a wide range of IT systems, including workstations, printers, smart devices, corporate mobile phones, and network services;
- Handle the setup, relocation, and configuration of workstations and meeting room equipment, ensuring all devices are properly installed and functioning;
- Monitor and manage technical issues, escalating problems to higher-level support when necessary, and ensuring timely resolution to minimize downtime;
- Create and maintain accurate dashboards and reports to communicate performance metrics, aligning with Service Level Agreements (SLAs), and documenting all IT-related activities for future reference;
- Contribute to the organization's knowledge base by writing articles, delivering training sessions, and facilitating forums to share expertise and promote continuous learning;
- Support security initiatives by assisting with vulnerability patching and coordinate with vendors and facility teams to resolve hardware and meeting room device issues promptly.
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.
