Description

We are seeking a highly skilled and motivated Senior Service Desk Engineer to join our dynamic IT team. In this pivotal role, you will be responsible for providing exceptional technical support and guidance to our organization, ensuring that our service desk operates at peak efficiency. The ideal candidate will have extensive experience in troubleshooting complex technical issues, leading service desk initiatives, and mentoring junior team members. As a Senior Service Desk Engineer, you will work closely with cross-functional teams to enhance our support processes and improve user satisfaction. You will also play a key role in developing documentation and training materials to help streamline operations. Your expertise will contribute to driving strategies for performance improvement, incident response, and resolution times. We are looking for a proactive individual who thrives in a fast-paced environment and is eager to take ownership of challenging projects. If you are passionate about technology and dedicated to providing outstanding customer service, we would love to hear from you. Join us in shaping the future of our service desk operations and be a part of a company that values innovation and continuous improvement.

Responsibilities

Provide advanced technical support for hardware and software issues

Lead the troubleshooting process for critical incidents

Mentor and train junior service desk staff

Develop and maintain support documentation and troubleshooting guides

Monitor and analyze service desk performance metrics

Implement and optimize service desk procedures and best practices

Collaborate with IT teams to resolve complex technical problems

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field

Minimum of 5 years experience in a technical support or service desk role

Strong knowledge of ITIL practices and service desk operations

Proficient in troubleshooting hardware, software, and network issues

Excellent communication and interpersonal skills

Experience with ticketing systems and remote support tools

Ability to work effectively both independently and in a team environment