IT Service Desk Senior Specialist

Responsibilities:

Technical Support & Troubleshooting

- Provide advanced technical support for hardware, software, and network issues.

- Diagnose and troubleshoot complex problems across various platforms (Windows, mobile devices, etc.).

User Support & Communication

- Serve as a point of contact for users.

- Communicate effectively with users to understand problems and provide timely solutions.

- Document solutions and create knowledge base articles for recurring issues.

Knowledge & Expertise

- Maintain deep knowledge of IT systems, applications, and tools used within the organization.

- Stay updated on new technologies and best practices in IT.

Process & Documentation

- Ensure compliance with ITIL or other service management frameworks.

- Maintain accurate records of incidents, problems, and resolutions in the ticketing system.

Reporting & Analysis

- Analyze incident trends and provide reports to management.

- Recommend proactive measures to reduce recurring issues.

Security & Compliance

- Ensure adherence to security policies and procedures.

- Support access management and user account provisioning/deprovisioning.

Professional Requirements:
1. Education:
• Higher education in a technical field (e.g., IT, computer science, engineering).

2. Work Experience:
• At least 3 years of experience in a service desk or a similar role.
• Proven experience in managing a technical support team.

3. Knowledge and Skills:
• Strong understanding of ITIL or similar IT service management frameworks.
• Knowledge of incident, problem, and change management processes.
• Technical proficiency (operating systems configuration, network connections, software).
• Ability to work with metrics and reporting (SLAs, KPIs).

4. Languages:
• English, Russian