IT Service Desk Technical Support

IT Service Desk / Contact Center Operations JD

Must Have

Experience

• Experience in IT Service Desk Technical Support Contact Center operations
• Proven experience in an SLA driven managed services outsourcing delivery environment

Technical Skills

• Hands-on expertise across End User Computing Windows 10/11 Microsoft 365 VPN Active Directory Azure AD Intune/SCCM
• Strong working knowledge of ServiceNow Incident Request Change Knowledge modules
• Deep understanding of Contact Center ecosystem ACD IVR call routing omnichannel support Voice Chat Email Portal

Governance Communication

• Excellent written and verbal communication in English ability to articulate technical issues to nontechnical stakeholders
• Proven track record of creating and presenting governance decks PowerPoint with data visualizations trend analysis action trackers at WORMS/RQBR forums
• Strong stakeholder management managing expectations communicating risks and driving improvement plans with client IT leadership

Process Frameworks

• ITIL v3/v4 Foundation certified or equivalent working knowledge
• Strong understanding of Quality Metrics call/chat audits agent scorecards
• Demonstrated ability to drive Continual Service Improvement CSI initiatives backed by data

Good to Have

AI Automation Knowledge

• Awareness of AI driven Service Desk tools ServiceNow Virtual Agent Microsoft Copilot Power Virtual Agents NICE Enlighten RTIG Genesys Agent Assist
• Exposure to intelligent automation Power Automate PowerShell/Ansible based autoremediation API driven integrations
• Understanding of Voice AI platforms call summarization realtime transcription agent coaching
• Awareness of AI ticket analytics autocategorization sentiment analysis predictive routing knowledge recommendations
• Familiarity with emerging trends in Agentic AI and Generative AI for ITSM

Technical Addons

• Basic scripting knowledge PowerShell Bash or Python for automation use cases
• Experience with Power BI Excel advanced analytics or ServiceNow Performance Analytics for dashboarding and reporting

Leadership Addons

• Experience designing individual development plans IDPs and certification roadmaps for team members
• Track record of implementing shift-left self-service adoption strategies that reduced ticket volumes
• Participation in audit and compliance reviews with demonstrated ticket hygiene and documentation discipline