As an IT Service Desk Specialist at BiGDUG, you will play a critical role in ensuring efficient and effective IT service delivery to our organisation. You’ll be responsible for handling requests, resolving issues, and maintaining a high level of customer satisfaction. Your expertise in IT services, problem-solving, and communication will contribute to the smooth operation of our workplace technology.
Responsibilities
1. Request Management: Accept, categorize, and prioritize requests based on impact and urgency for the “Workplace” area, including M365/O365, Workplace by Facebook, Azure Active Directory (Azure-AD), and System Center Configuration Manager (SCCM). Escalate tickets to 2nd level support when necessary. Develop proposals for process automation and optimization.
2. Problem Analysis and Resolution: Narrow down error patterns to identify common issues. Perform thorough problem analysis to understand root causes. Resolve requests for known problems using established procedures. Forward new or complex issues to 2nd level support teams.
3. Monitoring and Documentation: Regularly check IT services for anomalies. Comment on requests and document solutions within our knowledge database. Keep customers informed about the status of their requests.
4. Device Management: Install, configure, and deliver workplace devices (laptops, mobile devices, etc.). Handle mobile devices (e.g., Surface, iPhone, iPad).
Skills and Qualifications:
* Strong IT knowledge with a good understanding of all K+K IT services, including O365, Azure Active Directory, Exchange Online, SCCM, and Active Directory.
* Familiarity with problem-solving methodologies (e.g., RCCM, 8D, A3).
* Curiosity and openness toward tackling complex problems.
* Solid understanding of ITIL frameworks (Incident Management, Request Management, Problem Management, Change Management).
* Proficiency in ITSM tools (e.g., ServiceNow).
* Excellent communication skills.
* Willingness for continuous professional development.
Additional Expectations:
* Escalate tickets when necessary and propose solutions for automation and process improvements.
* Identify pain points from a service perspective and advocate for optimization.
* Collaborate with 2nd level departments for integration.
* Facilitate knowledge exchange between 1st and 2nd level support teams.
* Collaborate effectively across all groups/departments within the organization.
* Support Structure: Leverage automation practices supported by ITSM tools like ServiceNow. Ensure adequate staffing of the ServiceDesk team. Maintain up-to-date support documentation for each IT service.
If you’re passionate about IT service excellence and enjoy solving complex challenges, we encourage you to apply!
What we can offer you: We want you to love working here, so as well as an amazing role with the opportunity to grow with the business, we are offering flexible/hybrid working, a highly competitive salary, with the potential to earn a great bonus plus a 4.5% contributory (salary sacrifice) pension scheme and 23 days’ holiday (plus bank holidays and your Birthday). You can organize your working hours individually and flexibly, and we also offer up to four weeks of workation. As part of the Haniel Group, you have access to a cross-company network and individual training (training courses, seminars, lectures, etc.). A further training budget is available to you. Death in service of 4 x your salary. Shopping discounts through Salary Extras. Free eye tests for VDU users. Access to private GP 24/7 and Employee Assistance Programme.
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