Experience and Skills • Graduate with at least 6 years of experience working as Service Desk personnel in the UK, with a proven track record of handling complex technical issues and leading service desk operations. • Excellent English communication skills, demonstrated by a Versant Score of 70 or higher. • Advanced knowledge of ITIL processes, including Incident, Change, and Problem Management, with the ability to implement and improve these processes. • Strong expertise in Active Directory management, Microsoft 365 services, and network troubleshooting. • Experience in mentoring junior team members and contributing to team development. • Hands-on experience with ITSM tools like ServiceNow and remote support tools such as BeyondTrust. • Proven ability to analyze service performance metrics and implement improvements to enhance efficiency and user satisfaction. Responsibilities • Collaborate closely with the Service Manager to align service desk operations with business goals. • Develop and share advanced Service Desk reports, providing insights into performance and areas for improvement. • Drive process automation and self-service initiatives to reduce repetitive manual tasks and improve efficiency. • Provide expert-level technical support via phone, email, live chat, and self-service platforms, ensuring a professional and user-friendly experience. • Handle complex troubleshooting for advanced technical issues, minimizing the need for escalation to higher-level support. • Manage and optimize Active Directory tasks, including account creation, group policy management, security access control, and directory synchronization. • Deliver advanced support for Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive. • Troubleshoot and resolve network issues, including DNS, DHCP, VPN, firewall, and proxy configurations. • Utilize tools like SCCM or Intune for remote desktop and endpoint management. • Monitor and manage IT service tickets, ensuring proper categorization, prioritization, and timely resolution. • Create and analyze detailed reports to track service performance and recommend improvements. • Maintain and update the knowledge base with advanced guides, FAQs, and technical documentation. • Ensure proper ticket logging and assignment, prioritizing issues based on severity and business impact. • Proactively follow up on incidents to meet service deadlines and prevent business interruptions. • Escalate unresolved issues promptly to avoid prolonged downtime. • Use ITSM tools like ServiceNow to manage tickets and workflows efficiently. • Provide remote support using tools like BeyondTrust to resolve user issues quickly and effectively. Soft Skills • Exceptional customer service skills, with the ability to handle complex and high-pressure situations calmly and professionally. • Strong leadership and mentoring abilities, fostering a collaborative and productive team environment. • Analytical mindset with excellent problem-solving skills to address technical and operational challenges. • Highly organized and detail-oriented, ensuring accurate documentation and efficient task management. • Empathetic and patient, with a user-focused approach to resolving issues. • Ability to prioritize tasks effectively and manage competing demands in a fast-paced environment.