Service Desk Operations Specialist
4 weeks ago
About the Role:
The primary objective of this Service Desk Analyst position is to provide high-quality technical support and manage ICT incidents and service requests using established processes and frameworks.
Key Responsibilities:
- Provide accurate and timely incident management, problem management, change management, and service request management within predefined Service Level Agreements (SLAs) and Operating Level Agreements (OLAs).
- Utilize appropriate tools and methods to effectively manage incidents, problems, changes, and service requests, ensuring accurate information capture in the service desk ticketing system for future reference and analysis.
- Collaborate with managed service providers to resolve escalated support issues and respond to enquiries from various sources in a customer-focused manner.
- Manage setup activities for computers, printers, multifunction devices, tablets, smartphones, and other ICT systems.
- Use appropriate tools and methods to address user support queries and ensure the effective resolution of incidents and service requests.
- Manage and maintain desktop/laptop computers, multi-function printers, and mobile devices.
Requirements:
- 6+ years' experience in service delivery within a medium to large-sized organization.
- Proven experience in systems administration and developing and maintaining standardized operating environments (SOEs).
- Experience in maintaining networks, VOIP, firewalls, printers, backup software, and effectively managing managed service providers.
- Demonstrated experience in supporting Microsoft Office 365 applications, such as MS Teams.
- In-depth skills and knowledge within virtualized server environments, WAN environments for multiple sites, and administration of Office 365 environments.
- In-depth experience with AD, DNS, DHCP, email, roaming profiles, TCP/IP networking, and web services.
About Randstad Digital:
We are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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