Senior Service Desk Engineer at Parvana Recruitment

About our client:

Our client is a global investment advisory firm focusing on long-term value creation through investment strategies. They work with a diverse group of institutional partners and pride themselves on their collaborative, sustainable, inclusive culture and performance.

What you will be doing:

• Provide support for end users, applications, desktops, and infrastructure, with a primary focus on the local office.
• Deliver remote helpdesk and desktop support to global offices, and provide server/network support.
• Own and participate in ITSM roles aligned with ITIL standards to ensure high-quality, consistent service delivery with evidence-based accountability.
• Administer and optimise messaging platforms, telephony, and other collaboration tools for internal teams.
• Design and manage business process automation tools to improve efficiency.
• Oversee procurement, configuration, monitoring, and decommissioning of end user devices, ensuring cost-effectiveness, security, and compliance.
• Proactively monitor and address endpoint performance issues to ensure smooth user experiences.
• Implement and enforce mobile security policies to maintain governance and compliance.
• Manage global AV/conferencing systems, defining and maintaining standards and consistency across locations.
• Identify, test, and help implement new technologies to improve business operations and user experience.
• Work with Infrastructure and Security teams to resolve and mitigate vulnerabilities and risks.
• Develop and deliver digital skills training programs for end users.
• Mentor Service Desk team members by creating training materials, reviewing work quality, and providing constructive feedback.
• Support additional IT initiatives and projects as they arise in line with evolving business needs.

• A relevant tertiary degree would be beneficial (IT, Computer Science, etc.).
• ITIL Foundations v3 or later.
• Over 5 years of experience in global service desk environments, including 3 years in senior support roles, delivering technical assistance across time zones to a multinational workforce.
• 3+ years supporting a wide variety of applications, with solid experience operating within the Financial Services industry.
• Actively involved in ITIL-aligned processes, including Change Management, Problem Management, Continual Service Improvement, and exposure to Major Incident Management.
• Skilled in supporting cloud technologies and mobile device management (MDM), with experience using unattended software deployment tools and exposure to automation technologies.
• Familiar with scripting tools (beneficial but not essential) and adaptable to various system and software environments.

• J106884

• Infrastructure Support
• ITIL
• Service Desk