Senior Service Desk Support Engineer

• Provide 1st, 2nd, and 3rd line support for end -users, applications, desktops, and infrastructure, focusing locally while offering remote support globally.
  
• Own ITSM roles aligned with ITIL, ensure predictable service delivery, drive evidence -based accountability, and administer / optimise collaboration tools and business automation processes.
  
• Oversee the entire lifecycle, provisioning, security, performance monitoring, and standardisation of end -user devices, including MDM and global Audio Visual / Conferencing estates.
  
• Proactively identify and implement innovative technologies to enhance business operations and the user experience, working on new product implementation and ad hoc projects.
  
• Work closely with Infrastructure and Security teams to resolve and mitigate security issues and vulnerabilities across the environment.
  
• Actively mentor and train Service Desk team members (including material creation and performance review) and develop/deliver training programs to improve end -user digital skills.
  

• A relevant tertiary degree would be beneficial (IT, Computer Science, etc.)
  
• Minimum of ITIL Foundations V3 (V4 preferred)
  
• 8 - 10+ years in a Senior Engineer role with 3+ years' experience in Problem Management, CSI, and Change Management.
  
• 5+ years in a global service desk, with 5+ years in a Senior Engineer / Team Leader / Supervisory role providing operational oversight, mentorship, and technical guidance.
  
• 5+ years supporting applications, mandatory experience with Microsoft 365 and Azure, and proficiency with Mobile Device Management (MDM) and cloud technologies.
  
• 3 years of experience operating within the Financial Services Industry.
  
• Experience supporting a multinational workforce across all time zones and a willingness to work shifts, overtime, and on -call.
  
• Excellent written / verbal skills, effective relationship building, and the ability to manage senior company stakeholders and represent the Service Desk.
  
• Comfortable providing technical / process guidance and training to junior team members, with a collaborative and inclusive approach.
  
• Highly self -motivated, strong analytical skills, attention to detail, and the ability to quickly adapt to and learn modern technologies.
  

Requirements