About this role
We are seeking a highly skilled Senior IT Service Desk Technician to serve as a technical escalation point and operational leader within our IT support team. This role combines advanced technical support with leadership responsibilities, ensuring the effective delivery of IT services to our internal clients.
Key Responsibilities:
- Act as the primary technical escalation point for complex IT issues.
- Lead and mentor junior IT support staff, providing guidance and training.
- Manage and resolve high-priority incidents and service requests in a timely manner.
- Collaborate with cross-functional teams to improve IT service delivery processes.
- Maintain documentation of IT support procedures and knowledge base articles.
- Monitor and report on service desk performance metrics.
- Ensure compliance with IT policies and procedures.
Required Skills & Qualifications:
- Strong knowledge of IT service management frameworks, such as ITIL.
- Proficiency in troubleshooting hardware and software issues across various platforms.
- Experience with ticketing systems and remote support tools.
- Familiarity with networking concepts and protocols.
- Excellent communication and interpersonal skills.
- Ability to work effectively under pressure and manage multiple priorities.
Experience:
- 5-8 years of experience in IT support or service desk roles, with a focus on technical escalation and leadership.
What we offer:
- A dynamic work environment with opportunities for professional growth.
- The chance to work with a talented team and contribute to meaningful projects.
- Comprehensive benefits package and support for continuous learning.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.