Service Desk Technical Specialist
5 days ago
The Geidea Group is looking for an experienced Regional Service Desk Lead to join our team.
This role involves managing the Service Desk staff and ensuring that end-users receive timely and effective assistance. The ideal candidate will have 7-10 years of experience in IT, with a Bachelor's degree in computer science and certification in ITIL. Additionally, they should have extensive knowledge of computer hardware and experience with desktop and server operating systems.
Key responsibilities include:
- Developing policies and procedures for problem identification, documentation, assignment, and correction;
- Analyzing the performance of Service Desk activities and documented resolutions, identifying problem areas, devising, and delivering solutions to enhance service quality, and preventing future problems;
- Conducting research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts;
- Liaising with vendors for the procurement of new systems technologies; overseeing the installation and resolving adaptation issues;
- Managing End-User computing services (Email, SCCM, SharePoint, MDM, Jira & Confluence);
- Managing the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues;
- Assessing the need for any system reconfigurations (minor or significant) based on request trends and making recommendations;
- Identifying, recommending, developing, and implementing end-user training programs to increase computer literacy and self-sufficiency;
- Monitoring incident trends and anticipating potential problems for proactive resolution.
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