Service Desk Engineer IGKMSDE

About the Client:

Job Summary:

Responsibilities:

• Act as the primary contact for clients seeking technical assistance via web portals email and phone.
  
• Conduct remote troubleshooting using diagnostic techniques and triage questions to resolve issues efficiently.
  
• Identify and implement appropriate solutions based on customer inquiries and details provided.
  
• Escalate unresolved issues to higherlevel support personnel.
  
• Document events problems and resolutions in the ticketing system with detailed notes.
  
• Communicate customer feedback or suggestions to the internal team.
  
• Identify opportunities for process improvements.
  
• Provide basic support for remote access solutions Microsoft cloud services and Citrix platforms.
  
• Perform daily health checks on systems and maintain accurate records in the ticketing system.
  
• Adhere to documented procedures consistently.
  

Tasks & Behaviors:

• Identity and access management including user account management and onboarding/offboarding.
  
• Monitoring and escalation of Citrix/AVD tickets and conducting daily health checks.
  
• Management of Microsoft 365 services including device enrollment permissions management and troubleshooting.
  
• Handling of client phone calls timely response to tickets within SLA timeframes and adherence to documented procedures.
  
• Collaboration with peers to troubleshoot and triage tickets participation in daily huddles and support in implementing change requests.
  
• Demonstration of accountability teamwork integrity and a commitment to service excellence.
  

Requirements

• 12 years of helpdesk or service desk experience.
  
• ITIL v4 certification (preferred).
  
• Proficiency in Microsoft 365 including Intune support.
  
• Knowledge of Citrix AVD and secure operations principles (e.g. Zero Trust Least Privileged).
  
• Strong written and verbal communication skills in English.
  

Benefits