Senior Global Service Desk

Job Overview:

The DWPS Senior Operations Specialist will be a part of the global service desk technicians' team in the Digital Workplace Services organization. The team is primarily an L1-L2 support team providing incident and request management to a global business.

In this role, your job will split:

- 50% of time will be expected to manage the day-to-day tickets efficiently and effectively, especially tickets escalations another 50% of your time, you will participate in major changes and technically oversee L1 activities, by ensuring all activities are covered by Standard Operating Procedures (SOPs), including working on procedures improvements

Duties & Responsibilities

- Provide L2 end user support, analyzing and fixing issues where appropriate, acting as escalation engineer.

- Be accountable for technical aspects in Global Service Desk.

- Work together with Engineering Teams and ensure smooth handover to L1.

- Implement process or service changes where required to improve service performance.

- Remote issues troubleshooting.

Required Skills and attributes

- At least 5 years of experience in working as IT Administrator.

- Accuracy and attention to detail, with good prioritizing skills.

- Experience with M365 solutions (Azure AD, Intune, Office suite) and Windows 10/11 administration.

- Ability to work unsupervised using own initiative.

- Excellent communication skills, with a customer-oriented approach, languages: good at English communication.

Nice to have

- Microsoft Endpoint Management certification

- ITIL certification