IT Service Desk Support Specialist
Core
Deliver high-quality IT support services and ensure an excellent end-user experience by managing incidents and service requests end-to-end.
Role type
Senior IT Service Desk Support Specialist
Builds
IT service delivery and user satisfaction
Domain
IT Operations / Enterprise Support
Deliverable
client delivery
Required skills
Incident management, ServiceNow, ITIL Foundation, Microsoft 365, Windows troubleshooting, Identity and access management, Knowledge base creation, SOP development, Escalation judgement, Problem management
Preferred skills
MS-900, MD-102, CompTIA A+/Network+, AI/automation identification, User adoption support
Technologies
ServiceNow, Microsoft 365, Windows
Responsibilities
Provide senior technical guidance to analysts on complex incidents, Apply strong escalation judgement for specialist teams, Identify recurring issues and contribute to problem management, Ensure high data quality within ITSM tools and documentation, Provide hands-on technical mentorship to analysts, Create and improve knowledge base articles and SOPs, Support workplace technologies including devices and collaboration platforms, Support Service Desk operational controls like onboarding and asset validation, Identify practical AI and automation opportunities
Seniority
Senior, hands-on IC