This exciting opportunity is for an Information Technology (IT) professional to Lead and Support the local IT team providing IT service desk/Deskside support and technical end user support.

• Identify and drive for continuous service and process improvement initiatives related to end user experience.
• Manage, measure and report on key metrics, KPIs, including user satisfaction, and operational SLAs..
• Coordinate and deliver technical support for long standing issues impacting end user experience.
• Work closely with business teams on escalations, coordinate actions with other IT teams and provide regular updates to senior leadership.

• Field Incoming Help Requests: One of the main duties of a service desk analyst is to handle incoming queries and help requests from end users, either via email or over the phone. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user's issue.

• Resolve IT Support Requests: if possible, service desk analysts directly resolve user technical issues as they arrive. At some organizations, this can involve remotely accessing the user's computer and making changes to their system and settings. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own. For relatively simple issues, the service desk analyst can quickly devise a solution to the problem without the IT department taking further action.

• Escalate Advanced Cases: Service desk analysts escalate user support requests to higher-level IT support specialists and experts if they are unable to resolve the issue on their own. They provide supervisors or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem. For particularly complex cases, the service desk analyst may receive the user's hardware so that IT specialists can conduct analyses and determine how to fix the problem.

• Technical skills – because they frequently play a direct role in resolving user issues, service desk technicians need excellent technical and computer skills
• Problem-solving skills – service desk analysts are primarily problem-solvers, so they should be able to devise technical and creative solutions to user issues
• Communication skills – effective communication is key in this role, need to gather data about problems, prepare detailed notes and reports, and walk users through the steps they can take to resolve software and hardware issues
• Time management – Need excellent time management skills and should be able to set priorities when handling multiple cases
• Team collaboration – Routinely work with other IT personnel to resolve user issues, so they need to successfully collaborate with team members and coworkers Minimum Requirements:
• Working with Windows desktops/laptops and mobile technologies; Working knowledge of Windows 10 Workstation Operating Systems Strong problem analysis, troubleshooting and communication and collaboration skills.
• Experience on ServiceNow is a plus.