Job Description
Job Summary:
Leads resolution of complex end-user technical issues and supports operational excellence within the service desk. Conducts root cause analysis, mentors analysts, and drives continual improvement initiatives to improve service reliability and end-user experience.
Key Responsibilities:
Resolves complex or escalated hardware, software, and mobility issues.
Performs structured root cause analysis and recommends preventive measures.
Monitors service desk trends and identifies improvement opportunities; mentors analysts.
Ensures compliance with IT Service Management (ITSM)processes and contributes to improvement initiatives.
Mentors analysts, documents troubleshooting procedures, and supports onboarding and training activities.
Maintains and enhances knowledge base documentation and contributes to trend analysis.
Coordinates with Infrastructure and Application teams on recurring incidents and remediation activities.
Education Qualifications:
Bachelor's degree in computer science or a related field, or equivalent experience required.
Work Experience:
4-6 years of experience in IT service desk, end-user support, or technical operations required.
Certifications and Licenses:
IT service management certification preferred.
