IT Service Desk Operative
Core
Provides first and second level IT support to end-users, troubleshooting hardware and software issues, and acting as the last line of support before escalation.
Role type
Senior IT Service Desk Operative
Builds
Internal IT services and user support for a global packaging company
Domain
IT Operations / Help Desk
Deliverable
client delivery
Required skills
Windows domain environment support, Microsoft Office Suite, Multi-factor Authentication, cloud based systems, ticket management systems, system staging and configuration, vendor coordination
Preferred skills
Second language proficiency
Responsibilities
Troubleshoot and resolve user issues via phone and in-person; coach and mentor junior staff; maintain ownership of assigned tickets; recommend policies to improve resolution times; assist in building and deploying IT assets; update knowledge base articles; coordinate with third-party vendors.
Seniority
Senior, hands-on IC