Job Description

Day-to-Day Description:

Supervision & Projects: Supervise the Service Desk, participate in projects, and oversee support readiness of installations.

Communication: Facilitate IT communication through IT Notices during both planned and unplanned service interruptions.

Incident Management: Manage Problem and Incident Management to ensure SLAs are met or exceeded. Define SLAs for contracted services and ensure proper escalation flows.

Technical Advice: Provide technical advice on escalations between the Service Desk, TSS, and tier 3 teams.

Monitoring & Reporting: Specify systems, processes, and methodologies for effective monitoring, control, and support of service delivery. Generate and provide reports as per schedule or on request.

Client Meetings: Attend client service review meetings to discuss performance reports, service improvements, quality, and processes.

Support & Solutions: Support rollouts, upgrades, and other projects. Develop pragmatic solutions that balance business needs and technical standards.

Resource Planning: Plan and schedule resources to meet business needs. Perform operational service reviews for IT service change requests, incidents, and problems.

Workshops & Training: Develop and facilitate workshops and training courses. Ensure knowledge transfer to other staff for better understanding of customer systems.

Service Desk Assistance: Be prepared to assist the Service Desk during high call volumes to ensure SLAs are met. Perform software/hardware installation and support as needed.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

Must-Haves:

Experience: 5+ years in End User Support.

Technical Skills: Strong knowledge of Microsoft Offices latest operating systems and Office applications, Windows 7 and Windows 10, and experience with remote access technologies and mobile devices.

Communication: Strong oral and written communication and interpersonal skills.

Problem-Solving: Ability to handle complex problems and multitask effectively.

Education: Associate's degree or equivalent experience. Nice-to-Haves:

Vendor Management: Experience with vendor management and external services.

Emergency Support: Ability to provide after-hours emergency support.

Advocacy: Ability to interact with all levels of personnel as an advocate for user interests.

Learning: Willingness to learn new technologies and provide input on system improvements.

Professionalism: Professional appearance and presentation. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.