Service Desk Engineer

Position: Service Desk Engineer

Location: Phoenix AZ ***Day 1 Onsite***

Contract: 12 Years

Phone & Skype

Client: LTI Mindtree

Required on W2Immediate Interview

Skill Rating

Job Description

• Effectively managing developing and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented consistently audited and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders including the support desk team customers and other teams that are involved in service desk operations.
• Being aware of and managing the costs of running the service desks.
• Excellent verbal and written communication skills
• An active / empathic listener
• Excellent organisational skills with the ability to multitask
• Ability to manage own time effectively and to be prompt and punctual
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problemsolving techniques
• Drive selfmotivation and ability to work under own initiative
• Knowledge and understanding of best practice frameworks (such as ITIL ISO20k) for the delivery of IT services
• Sound knowledge and experience of supporting range of IT applications platforms and technologies
• Ability to clearly and accurately communicate processes and procedures verbally and in writing
• Ability to produce management information reports from ITSM systems
• Experience of working accurately and confidently with service desk tools and technology such as ITSM remote access knowledge resources
• Experience of developing professional and effective working relationships with customers and key stakeholders
• Experience of delivering a high level of customer service
• The necessary skills and attributes to integrate successfully into a busy team
• Tools Experience Preferred: ServiceNow Nice
• Ability to multitask meet deadlines prioritize requests and work independently.
• Able to communicate effectively with both business partners and IT professionals.
• Able to effectively collaborate crossfunctionally at varying levels in the organization.