Job offer: Senior Service Desk Engineer

Our Client provides a white glove service resolving all manner of service requests and technical issues via Phone, Email and Walk-up. Our client are seeking an experienced candidate to join the Global Service Desk. The role will involve administering all aspects of the business environment by providing a 1st/2nd/3rd line support service for the firm globally.

• 1st/2nd/3rd line support: Specifically end user, application, desktop, and infrastructure support, primarily focused on the local office.
• Participate and owning various ITSM roles, in line with the ITIL framework, to ensure services are provided consistently, predictably, to a high standard, driving visibility and accountability through an evidence-based way of work.
• Collaboration Tools Management: Administer and optimise collaboration tools such as Messaging platforms and Telephony.
• Develop and manage processes for the business automation tools.
• Endpoint Lifecycle Management: Manage the entire lifecycle of end user devices from procurement to decommissioning, ensuring cost effectiveness, security, and compliance throughout the process.
• Endpoint Performance Monitoring: Monitor the performance of end user devices. Proactively identify and address issues to maintain option functionality and end user satisfaction

• End User Device Management: Oversee the provisioning, configuration, and management of end user devices. Ensure a secure and standardised digital workplace environment.
• Manage the global Audio Visual and Conferencing estate to define standards and ensure consistency.
• Mobile Device Management (MDM): Implement and manage policies and control for mobile devices to ensure security, compliance, and governance.
• Provide remote helpdesk application support and desktop support for the other global offices.
• Provide remote and on-site server and networking support (1st/2nd line depending on experience)
• Proactively identifying and implementing innovative technologies to benefit the business and the end user experience/
• Research and implement new products: Work with other teams throughout the implementation cycle for successful introduction and adoption of all technologies.
• Work with the Infrastructure and Security teams to resolve and mitigate security issues and vulnerabilities.
• Ad hoc duties and projects will arise from time to time as the role and business develops.
• End user training: Develop and deliver training programs to enhance end user digital skills, ensuring they can leverage technology tools in the workplace.
• Mentoring and training: Participate actively in the professional and technical development of Service Desk team members. This includes, but not limited to, developing training material, reviewing, and providing feedback on performance and quality of work.

Job Requirements

• Information Technology / Computer Science degree or equivalent.
• ITIL Foundations v3 or later
• Global service desk (Senior Support) experience
• Cloud support engineer experience
• Ability to handle level 1, 2 and 3 support
• Microsoft Azure, Microsoft Office 365 experience
• Have implement changes using ITIL Change Management aligned processes.
• Have ITIL Problem Management and Continual Service Improvement experience
• Major Incident Management experience
• Mobile Device Management experience
• Experience with scripting tools desirable but not essential.
• Exposure to Automation technologies.
• Experience with unattended software deployment tools.
• strong communication and customer management skills
• Supporting a multinational workforce, in all time zones.