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Job Details:

Join our dynamic team as a Service Desk Specialist, pivotal in enhancing technical support and customer service excellence across our operations. Collaborate closely with SD Team Leaders and IT Ops Tier 2 to elevate Tier 1 technical capabilities, champion ITIL lifecycle management, and foster seamless integration across all GOC teams.

Key Responsibilities:

• Drive Technical Excellence: Implement "Shift Left" strategies to boost Tier 1 technical output.

• Enhance Customer Service: Support a culture of ITIL methodologies and end-to-end ticket management.

• Foster Collaboration: Act as a liaison between Service Desk and other GOC teams.

• Improve Operational Efficiency: Lead service improvements and maintain high First Contact Resolution rates.

• Documentation and Support: Manage application administration and facilitate change processes.

• Work in 24x7 shift rotation to ensure continuous operational support.

• Drive a 10% increase in First Contact Resolution capability initially, with ongoing improvements.

• Manage application and infrastructure health across multiple platforms.

• Foster cross-shift best practices and ensure system changes mitigate service risks.

• Support global business with CSI and workflow management updates.

• Provide technical assistance for project implementations and act as an escalation point.

• Collaborate with IT teams to optimize tooling and support services across the Service Desk.

Skills and Qualifications:

Essential:

• Strong analytical and listening skills with proficiency in ITIL methodologies.

• Proven track record in driving customer service excellence.

• Organized, self-motivated, and detail-oriented.

• Excellent communication skills and ability to work well in a team environment.

• Familiarity with Service Desk Institute Best Practice Standards.

Desirable:

• Experience in fault management or technical support within a high-technical operational environment.

• ITIL v3/v4 Foundation certification.

Education:

• A Level education or equivalent.

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