Role Description

We are seeking an experienced Senior IT Service Desk / IT Operations Support professional to manage end-to-end L1/L2 technical support, quality assurance, and user incident management.

Key Responsibilities

• Technical Operations & Incident Management: Provide hands-on escalation support for complex desktop, OS, Microsoft 365, Active Directory, and network/mobile device management (MDM) incidents.

• Quality Assurance & Coaching: Conduct regular QA audits on ticket resolution quality and call/chat interactions. Deliver one-on-one coaching and constructive feedback to optimize team performance.

• Process Improvement: Analyze support trends, ticket metrics, and compliance logs to recommend continuous service improvements.

• Vendor & Escalation Management: Engage with internal engineering teams and external IT vendors for high-priority incidents and timely issue resolution.

Requirement

• Education: Bachelor’s Degree or Polytechnic Diploma in Information Technology, Computer Science, or a related field.

• Certification: Active ITIL v4 Foundation certification is preferred.

• Technical Experience:

  • Minimum 4 years of progressive experience in IT Service Desk, Deskside Support, or Systems Support environments.

  • Demonstrated experience in enterprise IT environments with regulatory compliance requirements.

  • Strong working knowledge of Windows OS, Microsoft 365 suite, Active Directory, Mobile Device Management (MDM), and ticketing systems (e.g., ServiceNow, Remedy).

• Soft Skills: Exceptional problem-solving abilities, strong customer-centric orientation, and clear stakeholder communication skills.