IT Service Desk Manager

IT Service Desk Specialist

Viseven Group

Viseven Group is seeking a motivated and experienced IT Service Desk Specialist to join our growing team. In this role, you will be the first point of contact for our customers, providing technical support and resolving IT-related issues.

Responsibilities:

• Provide timely and effective technical support to customers via phone, email, and chat.
• Troubleshoot and resolve a wide range of IT issues, including hardware, software, and network connectivity.
• Manage service requests and incidents efficiently using Jira Service Management.
• Collaborate with internal teams to escalate and resolve complex technical issues.
• Contribute to the development and maintenance of knowledge base articles and runbooks.
• Participate in an on-call rotation to provide 24/7 support.

Qualifications:

• ITIL Foundation certification.
• 1-2 years of experience in IT service management.
• Proven experience with Jira Service Management and Confluence.
• Strong understanding of Microsoft 365 and Intune.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a fast-paced, team-oriented environment.

Compensation:

• Salary: €50,000 - €60,000 per year
• Benefits: €10,000 - €20,000 per year in additional compensation.

Viseven Group offers a dynamic and challenging work environment with opportunities for professional growth and development.

Qualifications

Required:

• ITIL Foundation Certification: Demonstrated understanding of IT service management principles.
• Experience with Jira Service Management and Confluence: Proficiency in utilizing these tools for service request management, incident tracking, and knowledge sharing.
• Knowledge of Microsoft 365 and Intune: Familiarity with Microsoft's suite of productivity and endpoint management tools.
• 1-2 Years of Experience: Proven track record in providing technical support and resolving IT-related issues within an IT service desk environment.

Preferred:

• Experience with other IT service management tools and technologies.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.

IT Service Desk Specialist Responsibilities at Viseven

• Provide timely and effective technical support to internal and external customers via phone, email, and chat.
• Diagnose and resolve a wide range of IT-related issues, including hardware, software, network connectivity, and user account management.
• Log, track, and manage service requests and incidents within Jira Service Management, ensuring accurate documentation and timely resolution.
• Collaborate with internal IT teams, including engineers and developers, to troubleshoot complex issues and escalate as needed.
• Contribute to the development and maintenance of a comprehensive knowledge base and runbooks to facilitate self-service support and improve team efficiency.
• Participate in an on-call rotation to provide 24/7 support coverage for critical IT issues.
• Adhere to established IT service management processes and best practices, ensuring consistent and high-quality service delivery.

Viseven Group begins the hiring process by reviewing applications for the IT Service Desk Manager position. Candidates whose qualifications align with the job description are invited for a phone screening. This initial conversation allows the hiring team to assess the candidate's technical skills, experience, and communication abilities.

Successful phone screen candidates progress to a virtual interview with the hiring manager and a team member. This in-depth interview explores the candidate's understanding of ITIL processes, experience with Jira Service Management, and problem-solving approach.

Finalists are then invited for an on-site interview at Viseven's office. This stage involves meeting with key stakeholders and participating in a practical assessment to evaluate their technical proficiency.

Following the on-site interview, Viseven Group conducts reference checks to verify the candidate's experience and work ethic. The hiring team makes a final decision based on the candidate's qualifications, interview performance, and reference feedback.

Viseven Group is a dynamic and innovative technology solutions provider dedicated to empowering businesses through cutting-edge IT services. With a focus on customer satisfaction and a commitment to excellence, Viseven delivers tailored solutions that meet the unique needs of each client. The company fosters a collaborative and growth-oriented environment where employees are encouraged to develop their skills and contribute to the success of the team. Viseven's expertise spans a wide range of IT disciplines, enabling them to provide comprehensive support across all aspects of technology infrastructure and operations.