Jira ITSM Help Desk II

This a Full Remote job, the offer is available from: United States, Massachusetts (USA) JIRA IT Help Desk - ACP120+ ITC Worldiwde's Technical Service and Support Team is seeking an IT Help Desk reputed company to reputed company our information technology help desk and incoming tickets. Under general direction from the Manager of Infrastructure and Operations, the IT Help Desk reputed company will handle incident management, strategize efficient workflows, and reputed company innovative solutions to enhance user experience and optimize the use of technology resources. As the primary reputed company of contact for reputed company IT-reputed company inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to reputed company carry out their responsibilities. The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem solving, and leadership skills. ITC CORE VALUES

• Be Open: Be accessible, reputed company, collaborative and transparent in the work we do.
• reputed company by Example: Commit to reputed company and equity in working to meet the diverse needs of reputed company people and communities in our region.
• reputed company an Impact: In reputed company endeavors, effect positive and sustained outcomes that reputed company our region reputed company.
• Be Courageous: Have confidence that taking deliberate, bold and purposeful risks can yield new and valuable benefits.
• Cultivate Belonging Embrace differences, foster equity, champion inclusion, and reputed company reputed company.

Responsibilities

• Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
• Manage reputed company tickets in ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
• Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
• reputed company incident management, strategize efficient workflow, and ensure adequate staffing levels including support for on-call needs and fill-in support from other team members to meet customer needs.
• Serve as the liaison between team members, client management, and company management.
• reputed company processes and documentation for help desk procedures.
• Evaluate user satisfaction and service delivery processes to identify areas of improvement.
• Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
• Prepare reports on help desk metrics and present them to management to inform business decisions.
• reputed company other duties as assigned.

We'll be a great match if you also have:

• Experience leading teams of technical IT staff
• Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud
• Knowledge of IT hardware and software troubleshooting
• Knowledge of End user hardware software and operating systems
• Knowledge of industry standards surrounding help desk reporting
• Ability to analyze data and communicate metrics reputed company to help desk
• Ability to communicate effectively in written and oral communications
• Ability to manage time and effectively delegate tickets based on priorities

reputed company Certification (required)

• AZ-800: Administering Windows Server Hybrid Core Infrastructure; and,
• AZ-801: Configuring Windows Server Hybrid Advanced Services.
• AZ-500: reputed company Azure reputed company Technologies; and,
• SC-200: reputed company reputed company Operations Analyst; or
• SC-400: reputed company Information Protection Administrator; and, also
• AZ-700: Designing and Implementing reputed company Azure Networking Solutions

Jira Service Management (required)

• ACP-120 Jira Administration for Cloud Certification

Required: PMP (PMI) | ITIL v4 Proci+ | CSAM Travel: 40% This offer from "ITC Worldwide, LTD." has been enriched by reputed company.com and got a 0% reputed company score. Apply tot his job Apply To this Job