Senior Service Desk Engineer

POSITION IN CAPE TOWN: Senior Service Desk Engineer

We are seeking a Senior Service Desk Engineer with 5+ years of proven experience working within a global service desk environment (Senior Support).

The successful candidate will anticipate potential opportunities and challenges arising from global innovation and the strategic needs of the business. They will also fulfill various IT Service Management (ITSM) roles, such as Incident, Problem, and Change management, supporting the wider Technology and Innovation division.

Responsibilities include:

1. Providing 1st / 2nd / 3rd line support for end users, applications, desktops, and infrastructure, primarily focused on the local office.
2. Participating in and owning ITSM roles aligned with the ITIL framework to ensure high-quality, consistent, and predictable service delivery, promoting visibility and accountability through an evidence-based approach.
3. Managing collaboration tools, such as messaging platforms and telephony systems.
4. Developing and managing processes for business automation tools.
5. Managing the lifecycle of end-user devices from procurement to decommissioning, ensuring cost-effectiveness, security, and compliance.
6. Monitoring endpoint performance and proactively addressing issues to maintain functionality and user satisfaction.
7. Overseeing provisioning, configuration, and management of end-user devices to ensure a secure and standardized digital workplace.
8. Managing the global Audio Visual and Conferencing estate, defining standards, and ensuring consistency.
9. Implementing and managing Mobile Device Management (MDM) policies to ensure security and compliance.
10. Providing remote helpdesk support and desktop support for global offices.
11. Offering remote and on-site server and network support, depending on experience.
12. Researching and implementing innovative technologies to benefit the business and enhance the end-user experience.
13. Collaborating with other teams during the implementation of new products and technologies.
14. Working with Infrastructure and Security teams to resolve security issues and vulnerabilities.
15. Handling ad hoc duties and projects as the role and business evolve.
16. Developing and delivering end-user training programs to improve digital skills and technology adoption.
17. Participating in the mentoring and professional development of Service Desk team members, including developing training materials and providing performance feedback.