Technical Specialist - Service Desk
Brief description :
Candidate should have worked as Service Desk/helpdesk/desktop support Engineer Provide solution for all the complex problems
Should have work knowledge in any ticketing tools
Determines the most effective manner to resolve user's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with senior staff when necessary
Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis.
Initiate escalation procedures to ensure Service Level Agreements are met
Ongoing documentation and improvement of processes
Perform and monitor daily, weekly and monthly scheduled and automated tasks
Provides work direction, problem resolution, and training to other junior members in the team.
Own IT incidents regardless of assignment and chase / escalate as necessary to ensure adherence to SLAs and users expectations
Knowledge in ITIL framework
Knowledge in Information Security concepts aligning to ISO 27001 standards
Documentation skills Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis.
Experience, Education & Certifications
Engineering/Science graduate with at least 4+ years of experience or 5+ years of experience with a 3 year diploma