Position: IT Service Desk Specialist
Company: ITP
Experience required: 5y
English level: upper

**Job Duties**
• Receiving and processing user support requests for all Service Catalog items
• Provisioning and de-provisioning of IT resources and accounts
• Logging of end user requests, providing first contact resolution of issues when possible. Escalation of issues when required.
• Management of permissions across all IT systems as appropriate
• Driving continual improvement in IT Service Management
• Documentation of configurations, processes, and procedures
• Communicating clearly and concisely to customers, management, and key stakeholders
• Advising on the best use of Service Catalog offerings
• Monitoring and escalating performance issues
• Participating in the Major Incident Management process
• Interfacing with and transitioning to 3rd party vendors as appropriate
• Participating as part of a team in the development of related technology and services roadmaps
• Participating in development initiatives to improve operational performance
• Executing against defined projects and reporting on their progress
• Training and mentoring new team members
• Continuous collaboration with cross functional teams
• Developing professional and courteous relationships with end users and key stakeholders

**Qualifications & Requirements**

• Bachelor of Science in Computer Science, Engineering, Applied Sciences, or equivalent (~5 years) of relevant work experience and/or…
• 5+ years of hands-on Service Desk support
• Strong background in Microsoft technologies (MCP level), with preference to MS365 hands on administration of SharePoint, Exchange, Azure AD
• Clear communication skills, both verbal and written
• Development and documentation of automated processes and procedures
• ServiceNow or an equivalent ITSM platform (from a Service Desk perspective)
• Experience with remote support of desktops through tools such as Bomgar, Microsoft Quick Assist, or similar technologies
• Experience with virus/malware response and removal procedures
• Extreme customer focus and follow through
• Well-developed analytical and critical thinking skills
• Strong ownership bias
• Deadline and detail-oriented is a hard requirement
• ITIL Foundational or higher certification is a plus
• Position is 100% remote, so a reliable internet access is necessary