1 Incident Resolution: Handle critical, escalated business tickets and resolve complex technical problems across Windows, macOS, and mobile endpoint devices.nMentorship: Guide and train junior service desk staff, helping them improve first-call resolution rates.Process Automation: Write and maintain PowerShell or shell scripts to automate repetitive administrative tasks and troubleshooting.nSystem Management: Maintain the configuration management database (CMDB), track hardware/software asset lifecycles, and handle access provisioning via Active Directory or Azure AD.SLA Monitoring: Track performance metrics like resolution time and customer satisfaction to meet operational level agreements.
Skill Requirements
Technical Knowledge:
Advanced troubleshooting for operating systems, TCP/IP networking, DNS, DHCP, VPN, and Microsoft Intune or MDM tools.Platforms: Familiarity with IT service management platforms like ServiceNow, Jira, or HP Service Manager.Certifications: Preferred credentials include ITIL (v3 or v4), Microsoft certifications, or CompTIA A+