IT Service Desk Technician

Key Responsibilities

1. Critical Incident Resolution

2. • Act as the final point of escalation for complex incidents escalated from Level 1 and Level 2 support.
3. • Perform in-depth technical troubleshooting and root cause analysis on multifaceted issues affecting enterprise systems, applications, and endpoints.
4. • Coordinate with network, systems, and security teams to resolve enterprise-impacting issues and restore services quickly.
5. • Participate in major incident response bridges, providing subject matter expertise to minimize downtime.

6. Proactive Issue Management and Process Improvement

7. • Conduct trend and root cause analyses to identify recurring incidents and recommend long-term preventive measures.
8. • Lead continuous improvement efforts in ITSM processes (Incident, Problem, Change, and Knowledge Management).
9. • Develop and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
10. • Drive automation and scripting initiatives to reduce repetitive work and improve resolution times.

11. Collaboration and Cross-Functional Leadership

12. • Serve as the primary liaison between the Service Desk and engineering, infrastructure, and application teams.
13. • Partner with vendors to resolve escalated hardware and software issues and ensure adherence to service-level expectations.
14. • Represent the IT Service Desk during Change Advisory Board (CAB) meetings, advocating for user experience and operational readiness.
15. • Provide project support for new technology rollouts, enterprise migrations, and major software deployments (as required).

16. Mentorship and Knowledge Sharing

17. • Coach and mentor Level 1 and Level 2 technicians, sharing technical expertise and troubleshooting best practices.
18. • Support training initiatives, ensuring that junior staff develop skills necessary for future advancement.
19. • Assist in onboarding new Service Desk personnel, including process familiarization and knowledge