Service Desk Engineer – ServiceNow & End User Computing; EUC

Job Description

Work Location:

London, ON – Onsite, 5 days a week

Experience

Required:

6–8 years

Ability to analyze problems and develop creative solutions;
Knowledge of Service Now ticketing tool;
Understanding of ITIL and ITSM processes.

• Manage and lead Service Desk and Deskside teams (L1 & L2 analysts)
• Handle support across multiple channels: calls, chat, self‑help, and email
• Act as the Single Point of Accountability (SPOC) for Service Desk and Deskside delivery
• Ensure training, knowledge management, and skill development for the team
• Track and report Service Desk performance metrics
• Provide hands‑on support for infrastructure‑related customer issues
• Perform hardware deployment, including hardware and OS refresh activities
• Provide first‑level support for printers and MFP devices
• Manage Intune for mobile device management
• Support SCCM and deployment activities
• Perform patching and vulnerability management
• Manage device lifecycle (laptops, workstations, monitors, peripherals) from procurement to retirement
• Maintain inventory and support IMAC (Install, Move, Add, Change) activities
• Manage incident, problem, and service request tickets in Service Now
• Develop and maintain knowledge base articles
• Track hardware and software assets in Service Now
• Act as onsite IT representative for business users
• Provide basic audio‑visual support in meeting rooms
• Deliver monthly reporting on CSAT, DSAT, incidents, requests, and problems, including DSAT follow‑ups and action plans
• Identify and drive continuous improvement opportunities
• Design, develop, and maintain applications built on IBM Financial Transaction Manager (FTM) to support core payments processing
• Contribute to the development of payment flows supporting transaction processing
• Build and support integrations between FTM and upstream/downstream systems using enterprise integration patterns
• Participate in the design, development, testing, deployment, and production support
• Troubleshoot and resolve application and integration issues in a complex, regulated environment
• Collaborate with architecture, QA, and operations teams to ensure platform stability, scalability, and performance
• Support modernization initiatives and enhancements to existing payment hub capabilities
• Produce clear technical documentation and participate in code reviews and knowledge sharing

• Experience in Service Desk processes and support
• Service Desk performance tracking and reporting
• Strong communication skills (oral and written)
• Hands‑on experience in resolving infrastructure‑related issues
• Knowledge of ITSM platforms, including Service Now
• IBM Financial transaction
• Payment flow
• Support Modernization

Service Now – IT Service Management