Service Desk Support Engineer

Roles and Responsibilities:

• Develop and Implement service desk and security fulfillment policies, process and procedures to support internal and external customers.
• Manage day to day activities of our service desk and direct the team according to the ITIL best practices.
• Establish, meet and report the agreed Service Levels (SLA) of incident resolution and request fulfillment.
• Continually improve the service desk delivery processes and constantly achieve higher service quality.
• Guide the team in resolving multi-level issues, developing our knowledge base, and providing a superior level of customer service.
• Ensure that communications to the key stakeholders are provided in a concise and timely manner.
• Manage the processing of incoming calls to the service desk via self-service portal, telephone and email to ensure timely, gracious and effective resolution of customer issues.
• Manage and process accounts provisioning requests through on-boarding of new employees AD accounts, Email Accounts, Instant Messenger accounts, and any applications specific accounts.
• Track and analyze trends in service desk requests and generate statistical reports to continuously improve our customer service experience.
• Manage the performance of level 1 and level 2 services & support to internal and external clients and ensure that service levels are achieved and customer expectations are met or exceeded.
• Responsible for ensuring staff are meeting and exceeding expectations in regards to performance, metrics/service levels and provide effective customer service.
• Train, coach and mentor service desk agents. Build and maintain the knowledge base and improve the same continuously.
• Generate and distribute the service desk metrics/KPIs to the key stakeholders on a weekly, monthly and as needed.
• Build and maintain a professional relationship with all the key business and IT stakeholders.
• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as needed. Review survey feedback to improve services, tools and support experience.

Skills Requirements:

• Total of 8+ years of IT experience and 5+ years’ experience in managing an IT service desk team
• Advanced technical support and troubleshooting skills in the following technologies:
• Windows Server 2008 R2/2012 R2, Office 365
• Desktop Hardware, Software and Operating System (Windows 7 & 10)
• Active Directory, VPN and Network systems/protocols.
• Printers, Virtual Desktops and End Point Security products (Anti-Virus, Encryption and DLP)
• Experience of using Service Now ticketing tool for managing incidents, changes and problems
• Excellent communications skills, both verbal and written.
• Excellent customer service skills
• Advanced service desk reporting skills – Prior experience of reporting automation skills is a plus
• Organized and capable of multi-tasking in a fast paced environment
• Prior experience of working/managing a service desk.
• Strong ability to work with a wide variety of end user personalities, and adjust communication methods where required
• Active listening, analytical skills and Problem solving skills
• Must meet work deadlines, have regular attendance, high level of confidentiality, unquestionable ethics and integrity, good interpersonal skills, ability to work with a team, and ability to organize, and prioritize
• Bachelor's degree - Preferred
• ITIL Foundation certification – Strongly Preferred