Senior Service Desk Engineer

iOCO Pty Ltd; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

An international technology firm is seeking a Senior Support role to administer various IT services globally. The candidate will support users, manage ITSM roles, and develop training programs. A minimum of 5 years in global service support and an IT degree are required, alongside experience with cloud technologies and ITIL processes. This position is located in Cape Town, South Africa.

Qualifications

• 5+ years proven history of working within a global service desk.
• Experience supporting cloud technologies.
• 3+ years participating in ITIL Problem Management.

Responsibilities

• Provide 1st/2nd/3rd line support, focusing on end-user applications.
• Manage the global Audio Visual and Conferencing estate.
• Develop and deliver training programs for end users.

Skills

5+ years working in a global service desk

3+ years supporting a wide range of applications

3+ years participating in ITIL processes

Experience supporting MDM

Exposure to Automation technologies

Scripting tools experience

Education

Information Technology / Computer Science degree or equivalent

ITIL Foundations v3 or later

Job description

The role will involve administering all aspects of the organisation's environment by providing a 1st/2nd/3rd line support service for the firm globally. The ideal candidate will be required to maintain regular dialogue with clients, users, stakeholders, and vendors to anticipate potential opportunities and challenges that may arise because of global innovation and the overall needs and strategies of the business. In addition to this, the candidate will be expected to fulfil various IT Service Management (ITSM) roles such as Incident, Problem and Change management to support the wider Technology and Innovation division

What you'll do

• 1st/2nd/3rd line support: Specifically end user, application, desktop, and infrastructure support, primarily focused on the local office.
• Participate and owning various ITSM roles, in line with the ITIL framework, to ensure services are provided consistently, predictably, to a high standard, driving visibility and accountability through an evidence-based way of work.
• Collaboration Tools Management: Administer and optimise collaboration tools
  such as Messaging platforms and Telephony.
• Develop and manage processes for the business automation tools.
• Endpoint Lifecycle Management: Manage the entire lifecycle of end user devices from procurement to decommissioning, ensuring cost effectiveness, security, and compliance throughout the process.
• Endpoint Performance Monitoring: Monitor the performance of end user devices. Proactively identify and address issues to maintain option functionality and end user satisfaction.
• End User Device Management: Oversee the provisioning, configuration, and management of end user devices. Ensure a secure and standardised digital workplace environment.
• Manage the global Audio Visual and Conferencing estate to define standards and ensure consistency.
• Mobile Device Management (MDM): Implement and manage policies and control for mobile devices to ensure security, compliance, and governance.
• Provide remote helpdesk application support and desktop support for the other global offices.
• Provide remote and on-site server and networking support (1st/2nd line depending on experience)
• Proactively identifying and implementing innovative technologies to benefit the business and the end user experience/
• Research and implement new products: Work with other teams throughout the implementation cycle for successful introduction and adoption of all technologies.
• Work with the Infrastructure and Security teams to resolve and mitigate security issues and vulnerabilities.
• Ad hoc duties and projects will arise from time to time as the role and business develops.
• End user training: Develop and deliver training programs to enhance end user digital skills, ensuring they can leverage technology tools in the workplace.
• Mentoring and training: Participate actively in the professional and technical development of Service Desk team members. This includes, but not limited to, developing training material, reviewing, and providing feedback on
  performance and quality of work.

Your Expertise

• 5+ years proven history of working within a global service desk (Senior Support).
• 3+ years proven history of working within a global service desk (Support).
• 3+ years supporting a wide range of applications.
• 3+ years participating in implementing changes using ITIL Change Management aligned processes.
• 3+ years participating in ITIL Problem Management and Continual Service Improvement activities.
• 3+ years' operating within the Financial Services Industry.
• Experience supporting MDM's.
• Experience supporting cloud technologies.
• Experience with scripting tools desirable but not essential.
• Exposure to Automation technologies.
• Experience with unattended software deployment tools.
• Supporting a multinational workforce, in all time zones.
• Exposure to Major Incident Management processes.

Qualifications

• Minimum
  • Information Technology / Computer Science degree or equivalent.
  • ITIL Foundations v3 or later
• Optional
  • Vendor qualifications.