Job Description

Job summary

Join our dynamic team as a Team Member where you will leverage your expertise in Desktop Analytics Incident Management and Desktop Management using SCCM. You will play a crucial role in ensuring seamless service desk operations and contribute to the overall efficiency of our IT services. This role requires strong English communication skills and offers a stable day shift work environment.

Responsibilities

Manage and resolve incidents efficiently to ensure minimal disruption to business operations. Utilize Desktop Analytics to monitor and optimize end-user tool performance. Implement and maintain Desktop Management solutions using SCCM to ensure system integrity. Collaborate with the service desk team to provide exceptional support and service to end-users. Analyze incident trends to identify areas for improvement and implement proactive solutions. Document and update incident management processes to enhance service delivery. Coordinate with cross-functional teams to ensure timely resolution of technical issues. Provide technical support and guidance to end-users to enhance their productivity. Conduct regular system audits to ensure compliance with organizational policies. Develop and maintain knowledge base articles to facilitate efficient incident resolution. Monitor service desk performance metrics and report on key performance indicators. Ensure adherence to service level agreements and escalate issues as necessary. Participate in continuous improvement initiatives to enhance service desk operations.

Qualifications

Demonstrate proficiency in Desktop Analytics and Incident Management. Possess strong experience in Desktop Management using SCCM. Exhibit excellent communication skills in English both written and spoken. Have a solid understanding of service desk operations and best practices. Show ability to work effectively in a team-oriented environment. Display strong problem-solving skills and attention to detail. Be adaptable to changing priorities and able to manage multiple tasks simultaneously.

Certifications Required

* ITIL Foundation Certification Microsoft Certified: Modern Desktop Administrator Associate