Service Desk, Senior Job Description
Service desk, senior
provides citrix and Mid-Tier server administration and support on multiple platforms, maintaining domain profiles, security configurations, Active Directory groups.
Service Desk, Senior Duties & Responsibilities
To write an effective service desk, senior job description, begin by listing detailed duties, responsibilities and expectations. We have included service desk, senior job description templates that you can modify and use.
Sample responsibilities for this position include:
Resolving escalated client needs through the service desk
Provide the highest degree of data security and integrity through diligent and daily monitoring
Reviews daily operational functions providing analysis and work priority
Positive advocate for goals, commitments
Proactively collaborate on service delivery with local support teams using ITIL methodologies, best practice, industry standards
Record service delivery critical information in a tracker in order to (a) clearly document the problem, action taken, and end solution for a historical record
Participate in client projects with an eye towards Service Desk roles and responsibilities
Flexibility – Recognize and accept that the introduction of new products, technologies, procedures and systems is necessary to the continued development of the company
Develop/maintain internal support documents for use by all levels of support personnel end-user documentation
Lead and mentor a team of Technical Support Staff in supporting internal customer and external client technologies meeting and exceeding service level expectations
Service Desk, Senior Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Desk, Senior
List any licenses or certifications required by the position: ITIL, MCP, SDI, MTA, CCNA, OS, MCSE, MCSA, HDI, IAT
Education for Service Desk, Senior
Typically a job would require a certain level of education.
Employers hiring for the service desk, senior job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Technical, Information Systems, Associates, Business, Information Technology, Service Management, Business/Administration, Technology
Skills for Service Desk, Senior
Desired skills for service desk, senior include:
Network technologies involving Local Area Networks
Active Directory
Citrix
Android platforms
BMC Remedy
Backups
BlackBerry 10
BlackBerry Enterprise Server 5.0
Compliance requirements and practices
Continuous Improvement
Desired experience for service desk, senior includes:
The Office of Technology currently has three vacancies for a Help Desk Service Specialist Senior
Of Microsoft based products
Security + or 8570 compliant (or obtain within 6
Ability to follow knowledge based procedures and apply information from technical procedures to daily job requirements ability to produce accurate technical documentation
While performing the duties of this job, the employee is required to sit, talk, hear, stand, walk, stoop, kneel, crouch, crawl, reach with hands and arms and use hands to handle or feel objects, tools or controls
The physical requirements of this position are considered to be medium work (Exerting up to 50 pounds of force occasionally and/or up to 30 pounds of force frequently and/or up to 10 pounds of force constantly to lift, carry, push, pull or otherwise move objects)
Service Desk, Senior Examples
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Service Desk, Senior Job Description
Job Description Example
Our company is looking for a service desk, senior. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service desk, senior
- Providing first level support for software and hardware incidents and service requests for MAC, Windows and Google environments via multiple channels
- Learning and sharing knowledge in different forms, from contributing with articles in the Knowledge Database up to delivering trainings or facilitating forums
- Giving your best to represent the End Users’ needs and issues, escalate situations as required
- Keeping them informed on the status of their request and guiding for their best satisfaction and productivity
- 1st line support and advisory of international customers
- The receipt of issues reported by users, concerning the operation or interpretation of information systems
- The coordination of rapid and appropriate responses, including resolution of reported incidents & queries, or channeling requests for help to appropriate functions, monitoring progress
- Keeping users appraised of progress
- The maintenance of an inventory of equipment supported by the Service Desk together with logs of user details, problems and resolutions, for administration and planning purposes
- A mature and professional manner
Qualifications for service desk, senior
- Matric/NQF equivalent, a tertiary qualification related to IT would be advantageous
- A+, N+, MCSA certified - (Server+ and MCSE preferable)
- Fundamental understanding of networking (IP, WINS, DHCP, DNS)
- A strong sense of customer service and skilled at providing the highest level of service and value to our customers promoting that sense among team members
- Ability to multi-task, exude nimbleness and be highly functional within a team environment
- Fluent English and French is a must (C1 is preferable)
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Service Desk, Senior Job Description
Job Description Example
Our company is hiring for a service desk, senior. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service desk, senior
- Ensure all requests for services and incidents are logged/updated, addressed/resolved and followed up on if necessary
- Ensure all critical or VIP requests or tickets are attended to or resolved promptly and efficiently, documentation on the troubleshooting and resolution efforts are complete, issues are analyzed and followed up with the customers if necessary, and tickets escalated to the Tier 2 Technical Support are well documented and followed up on
- Ensure Tier 1 Lead is made aware of potential system problems or customer issues so as not to surprise lead and/or management personnel
- Make every effort to resolve reported problems prior to escalation, ensuring that all steps are taken and documented before escalating unresolved tickets to the Tier 2 staff
- Adhere to and follow standard operating procedures (SOP) used to support the Operation Center activities
- This function is NOT performed on a per shift basis
- This function is performed on a per shift basis
- Service operation and management
- Overseeing 100% of the requests, incidents and problems
- Taking ownership and control over completion of global deployment projects related to Desktop services and internal projects
Qualifications for service desk, senior
- Strong understanding of 1st line support duties
- Very good knowledge of Windows, MS Office (certifications preferable)
- The accuracy and commitment to work
- The ability to act swiftly and make decisions
- ITIL processes knowledge (certification preferable)
- 10+ years of experience in call center and field dispatch operations with electro-mechanical
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Service Desk, Senior Job Description
Job Description Example
Our company is growing rapidly and is hiring for a service desk, senior. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service desk, senior
- Coordinating communication to staff, local SD and global teams
- Solution development and service design
- Ensure of high quality support to other technical specialists within BSC
- Systems’ checks
- Cooperation with other BSC teams and local IT teams
- Managing and coordinating team of 4+ people
- Actively encourages a collaborative team environment with others in the IT department
- Is able to gather information and articulate in a ticket issues and requests related to business enterprise systems like Oracle
- Maintains a clear understanding of the IT Operating Model and ensures all defined processes and guidelines are followed including the Service Desk processes, SLA's, ticketing requirements, equipment and software provisioning policies
- Customer liaison, call logging and incident resolution via multiple contact methods telephone, email, webchat
Qualifications for service desk, senior
- Successful executive experience in a global hi-tech company, financial services or fast
- Must have broad business acumen across many disciplines (Finance, Analysis, Operations
- As part of your role/function on the program, you will be granted privileged user access
- University degree in Purchasing, Business, Engineering, Supply chain, or related field
- SECRET (Active)
- Requires a good working knowledge of applications software, hardware, operating system software, networking and systems documentation support issues
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Service Desk, Senior Job Description
Job Description Example
Our innovative and growing company is looking for a service desk, senior. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service desk, senior
- Deliver clear policy messages as appropriate
- Escalate more complex queries to the Team Leader or specific “cases” to the appropriate SME team or third party provider
- Maintain own continuing professional development to ensure information given is appropriate and of a high quality
- Analysis of trends in incidents and matching of known errors and problems so that root causes can be investigated by Assistant Manager, SME’s or wider business areas
- Active participation in CSI (Continuous Service Improvements) initiatives within team, function and Shared Service organisation
- You will be working in a fast-paced environment with a great group of teammates who are supportive and collaborative
- You will be able to assist in mentoring entry level analysts into performing better and providing better service
- The role will be stepping stone into any additional IT role that you may be interested in as we interface will all facets of the enterprise
- You will plan and manage the operations of the Help Desk services including providing tier 1 and 2 technical support to all users, and developing/maturing ITSM processes and tools
- Ensure proper solutions and knowledge management best practices are followed, and integrate Continual Service Improvement processes to continually refine and improve service delivery
Qualifications for service desk, senior
- While performing the duties of this job, the employee is required to have close vision (clear vision at 20 inches or less in order to view a computer screen) and color vision (ability to identify and distinguish colors)
- 3 years of experience in customer IT support area
- Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 7 & Windows 2000), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox
- Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
- Knowledgeable of Problem Management best practice and processes
- Previous experience with system support in international corporation
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Service Desk, Senior Job Description
Job Description Example
Our company is hiring for a service desk, senior. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service desk, senior
- Establish key metrics and conduct “Deep Dives” into metrics and processes to develop strategies to enhance and improve team performance
- Ensure team delivers excellent customer service by retaining ownership of incidents and requests, and providing regular progress updates to end users and stakeholders
- Customer liaison, call logging and incident resolution via multiple contact methods eg telephone, email, webchat
- Provide an employee focussed approach through the timely and accurate completion of queries and activities
- Escalate more complex queries to the Team Leader or specific cases to the appropriate Service Desk team or third party provider
- Analysis of trends in incidents and matching of known errors and problems so that root causes can be investigated
- Handles first line incidents, including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties
- May serve as the vendor certified Senior Technician responsible for working closely with the vendor on “in warranty” equipment and the resolution of equipment and part failures, ensuring the appropriate replacement equipment is received in a timely manner
- Serve as a representative of the department on corporate initiatives such as opening of new facilities, equipment swap outs, group moves
- Manage asset tracking which may include inventory logs, documentation, purchase order requests and reporting
Qualifications for service desk, senior
- Security+CE (REQUIRED) ? DOD 8570.01-M IAT LEVEL II certification REQUIRED (Windows 7
- Experience with service desk support, monitoring and management tools (Siebel, E-requestor, Altiris)
- Experience with Cisco Ironport system administration
- Previous experience with leading projects
- Previous experience with leading a team is advantage
- Analytical skills and knowledge of relevant system