Senior IT Service Desk Specialist

Job Description

Duties include:
Provide an excellent IT service and support to global customers
Planning, coordination, preparation, travel to and providing and managing IT Support at global live events
Perform endpoint software and hardware servicing and support
Provide 1st and 2nd level support for IT Infrastructure, Systems, Applications and Networks escalating to appropriate teams if required
Provide out of hours support as part of a 24×7 on-call rota
Provide 3rd level support and consultancy type support for other team members
Mentor and coach less experienced team members
Identify improvement opportunities for procedures, process and toolsets in line with improving the efficiency of the global IT support team
Identify and fix recurring issues and root causes
Contribution to the Project Management life cycle of problem resolution
First response to automated monitoring and alerting systems handling escalation as required
IT account administration such as new user account creations, internal transfers and account closures
Take ownership of tickets and manage to closure, keeping customers informed at all times
Contribute and update supporting documentation where necessary
Escalate tickets to colleagues and other teams if required, providing necessary detail, whilst managing to resolution

Skills and experience required:
Significant work experience gained in a similar role within an IT technical service desk environment
Experience of PSLive and support for Live Events teams
Excellent multi-tasking and IT service skills
Excellent communication and customer service skills
Excellent problem diagnostic, management and solving skills
Microsoft Certification in desktop or server technologies (or equivalent)
Able to prioritise and work within tight time scales in order to meet deadlines
Able to travel and work outside of the Isle of Man and during no-IoM normal working days/hours
Excellent self-starter able to make progress with minimal supervision but seek support and guidance when appropriate
Able to manage IT incidents and issues, coordinating multiple users, support teams and vendors if necessary
Strong team player that is mindful of attention to detail
Experience in using a Service Desk tool to record incident, requests and actions, managing tickets to closure
Strong IT Technical knowledge and experience in all, or many, of the following:-
Microsoft Windows 7 in a Windows Server domain environment
Microsoft communications applications such as Exchange, Outlook and Lync
MS Active Directory and associated technologies
IT networking and communication protocols and solutions
Problem analytical and solving skills
Apple computers on a Windows Domain
Mobile technologies such as iOS and Android tablets and smartphones
Laptop/Desktop builds, imaging, application deployment
IT Security and risk mitigation
Virtual environments such as VDI

Desirable:
Knowledge of ITIL
Experience with Asterisk PBX
Cisco Certified Network Associate or Equivalent
Microsoft Desktop Operating System Specialist
Higher Education in Computer Science / ICT (Degree or Diploma) or equivalent