Job Summary
This role is for a Technical Lead in a global service desk app support environment with a hybrid work model and day shifts focusing on delivering reliable user support ensuring application stability and guiding technical problem solving for business critical systems across multiple regions while driving continuous service improvements and knowledge sharing.
Responsibilities
* Guide end to end management of service desk tickets by monitoring queues prioritizing requests and ensuring timely and accurate resolution that aligns with agreed service levels
* Provide advanced technical support for service desk applications by analyzing incident patterns and resolving recurrent issues to minimize disruption for users
* Coordinate closely with application support and infrastructure teams by sharing detailed diagnostics and action plans to prevent extended outages for business stakeholders
* Maintain thorough documentation of issues resolutions and known errors by updating knowledge articles to improve first contact resolution for the service desk team
* Conduct impact analysis for incidents and minor changes by assessing risks and dependencies to protect stability of critical business applications
* Implement problem management practices by identifying root causes proposing corrective actions and tracking their completion to reduce repeat incidents across the environment
* Review system health and performance metrics regularly by using monitoring tools to detect anomalies early and trigger proactive interventions before users are affected
* Assist in planning and coordinating minor releases and configuration updates by validating scope performing smoke checks and confirming successful rollout of changes in production environments
* Support continuous improvement initiatives by gathering feedback from users and support teams to recommend enhancements in processes tools and knowledge assets
* Coordinate with business stakeholders and service desk agents by clarifying requirements documenting expectations and ensuring transparent status communication for critical issues
* Train and mentor support team members by sharing best practices troubleshooting approaches and tool usage to build a consistent and high quality support experience
* Ensure adherence to security and compliance guidelines by following access control procedures and documenting activities to protect sensitive data in supported applications
* Align daily activities with organizational purpose by improving reliability of digital workplace services so that teams can collaborate effectively and deliver value to customers and society
Qualifications
* Require solid experience in service desk operations by handling incident lifecycle request fulfillment and user communication in a structured support environment over several years
* Require strong background in application support by troubleshooting front end and back end components integrations and configuration issues within enterprise systems
* Require hands on exposure to ticketing and IT service management tools by configuring queues creating reports and applying standard service management practices
* Require ability to analyze logs error messages and performance data by using available tools to quickly diagnose issues and propose pragmatic resolutions
* Require strong communication and collaboration abilities by interacting with diverse users peers and stakeholders to gather information and explain technical outcomes clearly
* Nice to have experience with automation or scripting solutions by supporting basic workflows that optimize repetitive service desk tasks and increase team efficiency
* Nice to have familiarity with hybrid work environments and distributed teams by adapting support practices to remote collaboration tools and varied user locations
* Nice to have exposure to structured methodologies such as incident management problem management and change management by aligning daily work to these practices for consistent service delivery
Certifications Required
ITIL Foundation Certification or equivalent service management certification preferred for service desk and app support roles.
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