IT Service Desk Agent at a Company in Waltham

Responsibilities include (but are not limited to):

• Has accountability of continuity and delivers performance of service operations in assigned service area and leverages when applicable any external suppliers or contracts.
• Accountability of making sure all work instructions/documentation in assigned service area is up to date and usable.
• Provides support (Level 2 and 3) for assigned service areas together with team or external suppliers in accordance with agreed service levels.
• All work is to be performed using standardized processes – SOP’s, Work Instructions (KB) in compliance with approved policies.
• Services assigned should be proactively reviewed from a service performance and operational efficiency perspective as well as update existing documentation as needed. Through preventative maintenance, the service delivery is maintained or even improved.
• Key outcome is a cost-effective service delivery, quality documentation and in line with defined OLA’s/SLA’s.
• On-site support intake of incidents and service requests in accordance with defined processes Suggest Knowledgebase articles revision or need for new
• Update Knowledgebase and Work Instructions as per assignment
• Deliver onboarding training
• Update Training documentation linked to IT provided service (ie. Microsoft365, Hardware Tips & Tricks, MDM/MAM, Mobile)
• Provide Level 2 and 3(assigned service area) support
•  Provide VIP support to Leadership team members
• Provide on-site support (Level 1) in assigned office(s)
• Propose improvements on existing services through active collaboration with level 1 service provider to improve service business alignment
• Responsible for reporting any operational documentation not being fit for use
• Update of operational documentation in close partnership with peers, IT Architect, and IT Service Manager
• Work with peers in IT and suppliers to ensure agreed service levels

Required Qualifications:

• BA in IT or a related field or 1+ years in a related role. 
• Familiar with ITSM Service ticketing systems. 
• Advanced technical skills and work execution proficiency level in service area
• Experience from service area and working in a global IT service delivery organization
• Desirable certification(s): Microsoft Certified Professional. or equivalent • ITIL is a merit