We are seeking a highly skilled and proactive ICT Helpdesk Support Teammate. The successful candidate will be responsible for hands-on service desk operations, providing various SaaS application support, and managing Audio/Visual support for Teams and Zoom meetings. This role requires strong professional etiquette and the ability to interact effectively with third-party Managed Service Providers (MSPs), global teammates, and executive leadership.
Key Responsibilities:
1. Assist in guidance for global service desk team including dedicated MSP to ensure timely and effective resolution of IT issues.
2. Provide on-site support, including maintenance, troubleshooting, and upgrades of operating systems and hardware.
3. Manage and support Live Audio/Visual setups for Teams and Zoom meetings, ensuring seamless high-performance operation.
4. Maintain a high level of professional etiquette in all interactions with internal and external stakeholders.
5. Proactively engage with third-party MSP service desk to guide, coordinate and resolve issues.
6. Develop and implement service desk policies and procedures to improve efficiency and customer satisfaction.
7. Monitor and report on service desk performance metrics, identifying areas for improvement.
8. Provide training and guidance to service desk staff to enhance their technical skills and customer service capabilities.
9. Zoom Phone VOIP support.
Qualifications:
1. Proven experience in a service desk or IT support role.
2. Strong knowledge of operating systems, including Windows and Mac environments.
3. Proficiency in managing Live Teams and Zoom meeting Audio/Visual setups.
4. Excellent communication and interpersonal skills, with a focus on professional etiquette.
5. Ability to work proactively and collaboratively with third-party MSPs and other teammates around the globe.
6. Strong problem-solving skills and the ability to handle multiple tasks simultaneously.
7. Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Entra Administrator) are a plus.
Preferred Skills:
1. Experience with IT service management tools and software.
2. Familiarity with network infrastructure and security best practices.
3. Ability to develop and deliver training programs for service desk staff.
4. Experience with various SaaS services such as Jira, Confluence, Miro, Entra ID, Crowdstrike Falcon, WS1/Intune, Office 365, etc. as well as some OnPrem based systems such as Oracle, ADManager, Lansweeper.
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