Senior Service Desk Engineer at Parvana Recruitment

Parvana Strategic Sourcing; Cape Town; On-site; ZAR 300,000 - 600,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to enhance their global service desk operations. This role involves providing top-notch support for end users, applications, and infrastructure while ensuring compliance with ITIL standards. You will be responsible for optimizing collaboration tools, managing endpoint performance, and mentoring team members. The ideal candidate will have extensive experience in the financial services sector and a passion for improving user experiences through innovative technologies. Join a collaborative and inclusive culture where your contributions will significantly impact the organization’s success.

Qualifications

• 5+ years in global service desk environments with senior support roles.
• Experience in ITIL-aligned processes and financial services applications.

Responsibilities

• Provide support for end users and applications, focusing on local office.
• Administer messaging platforms and manage business process automation tools.

Skills

Infrastructure Support

ITIL

Service Desk

Education

Relevant tertiary degree (IT, Computer Science)

Tools

Cloud technologies

Mobile Device Management (MDM)

Unattended software deployment tools

Scripting tools

Job description

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.

What our client is looking for:

• 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.

Job ID:

• J106884

Desired Skills:

• Infrastructure Support
• ITIL
• Service Desk