Service Desk Lead Remote Latam/ Philippines/Spain ID 200/267

This role is accountable for a SD Lead for internal end users related to desktop and mobile technologies and standard corporate desktop applications. In this role, you will ensure timely response and resolution to incidents and provide “How To’ support.

Responsibilities:

● Lead SD Analyst (First Line support) and problems generated by phone, self-service, and email along with resolution/root cause within service target timelines

● Responsible for providing guidance and training to other members of the 1 st level support Service Desk team related to incidents and “How To’s” ensuring ongoing transfer of knowledge to support a high level of first call resolution.

● Responsible for contributing to our Knowledge Base by developing content monthly that would be beneficial as self-service articles to drive use of the Knowledge Base by end users and reduce inbound calls to the Service Desk

● Maintains an understanding of standard applications supported by the End User Services team

Requirements:

● Bachelor degree in Information Technology or related discipline; or 3+ years equivalent work experience in technical support or people management role ● Bilingual in French an asset + 1 Year experience with Lead and Metrics.

● Experience with end user technologies related to desktops, laptops, mobile devices,meeting room technology, operating systems (Windows, MacOS, iOS), Office 365 products (Teams, OneDrive, SharePoint, Teams Voice)

● MUST: MCP WIN 10 certification

● Azure

● Understanding of ITIL processes and call tracking systems (ServiceNow)

● Highly proficient verbal and written communication skills and ability to

communicate with all levels in the organization

● Service Desk Team: After hours On-Call support from 7 pm to 7 am, including weekends and holidays