Technical Service Delivery Expert

Job Title:

Senior Service Desk Agent

Job Summary:

We are seeking a skilled and experienced Senior Service Desk professional to join our organization. As a key member of our End User Services & Solutions team, you will play a pivotal role in delivering high-quality, end-to-end IT support to a global user base.

You will be responsible for providing technical expertise, sound judgment, and a passion for service, helping us shift from reactive support to a proactive, trusted partner for the business.

Key Responsibilities:

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• Serve as a senior point of contact for IT support requests via phone, email, and chat, with a calm, confident, and user-centered approach">
• Troubleshoot and resolve a wide range of technical issues involving hardware, software, networking, and enterprise applications">
• Own and drive resolution for high-impact and escalated issues, ensuring clear communication and timely follow-through">
• Document all activities in the IT Service Management platform with precision and completeness">
• Mentor and support junior agents by sharing best practices, troubleshooting techniques, and knowledge resources">
• Create, refine, and review knowledge base articles to improve team consistency and issue resolution quality">
• Use remote support tools to conduct advanced diagnostics and root cause analysis">
• Provide guidance to users across varying levels of technical literacy, adapting communication style accordingly">
• Support incident prioritization by assessing urgency, impact, and recurrence trends">
• Champion service standards, driving consistency and accountability across the team">
• Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability">
• Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution">
• Provide support for conferencing and AV technologies, including Microsoft Teams and Zoom">
• Participate in proactive maintenance, system checks, and readiness tasks">
• Handle multiple requests with professionalism and urgency, while maintaining high-quality user engagement">

Requirements:

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• 3+ years of experience in a technical support or service desk environment">
• Strong understanding of Windows operating systems, enterprise software, and end-user hardware">
• Proficient with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools">
• Experience with Active Directory, account administration, and access troubleshooting">
• Solid foundational networking knowledge (DNS, DHCP, VPN, IP troubleshooting)">
• Excellent documentation, organizational, and ticket-handling skills">
• Effective communicator with the ability to guide and de-escalate users in high-pressure situations">
• Demonstrated ability to take ownership of issues from intake through resolution">
• Passion for learning, improvement, and delivering exceptional service">

Preferred Qualifications:

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• Experience using ServiceDesk Plus, ServiceNow, or other ITSM platforms">
• Familiarity with scripting, log analysis, or endpoint management tools">
• Knowledge of AV and conferencing platforms (Teams, Zoom, Webex)">
• Prior exposure to CaseWare, CCH Axcess, or other industry-specific applications">
• ITIL Foundation certification or equivalent">
• Multilingual skills to support a diverse user base">

Work Environment & Shift Expectations:

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• Must be available for rotational shifts covering 24x7 operations, including nights, weekends, and holidays">
• Comfortable in a fast-paced, high-volume support environment">
• Expected to take initiative in knowledge sharing and continuous improvement activities">
• Committed to ongoing professional development and system/process training">