Senior Service Desk Engineer ITIL

Position: Senior Service Desk Engineer with ITIL
Join as a Senior Service Desk Engineer in London, ON, responsible for leading the IT support team while utilizing Service Now for optimal service delivery. Apply your extensive technical skills to improve processes.

The ideal candidate will have 6-8 years of experience in service desk roles, managing both L1 and L2 teams. You will provide support across multiple channels, ensure ITIL processes are followed, and tackle infrastructure issues firsthand.

Your role includes performance reporting and enhancing knowledge resources for the team.

Key Responsibilities:

• Oversee Service Desk operations and lead support teams

• Manage incidents and service requests via Service Now

• Develop training and manage skill enhancements

• Provide hands-on support for user infrastructure

• Track performance metrics and report on CSAT and DSAT

Requirements:

• 6-8 years of service desk experience

• Expertise in ITIL and ITSM processes

• Strong analytical and problem-solving skills

• Effective communication for IT services

• Background in hardware and software management

Utilize your skillset to advance IT support and service excellence in a collaborative environment.
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