Service Desk Engineer – ServiceNow & End User Computing (EUC)

Work Location: London ON - Onsite 5 days a week

Experience Required: 68 years

Ability to analyze problems and develop creative solutions Knowledge of ServiceNow ticketing tool Understanding of ITIL and ITSM processes

Manage and lead Service Desk and Deskside teams (L1 & L2 analysts) Handle support across multiple channels: calls chat self-help and email Act as the Single Point of Accountability (SPOC) for Service Desk and Deskside delivery Ensure training knowledge management and skill development for the team Track and report Service Desk performance metrics Provide hands-on support for infrastructure-related customer issues Perform hardware deployment including hardware and OS refresh activities Provide first-level support for printers and MFP devices Manage Intune for mobile device management Support SCCM and deployment activities Perform patching and vulnerability management Manage device lifecycle (laptops workstations monitors peripherals) from procurement to retirement Maintain inventory and support IMAC (Install Move Add Change) activities Manage incident problem and service request tickets in ServiceNow Develop and maintain knowledge base articles Track hardware and software assets in ServiceNow Act as onsite IT representative for business users Provide basic audio-visual support in meeting rooms Deliver monthly reporting on CSAT DSAT incidents requests and problems including DSAT follow-ups and action plans Identify and drive continuous improvement opportunities

Experience in Service Desk processes and support Service Desk performance tracking and reporting Strong communication skills (oral and written) Hands-on experience in resolving infrastructure-related issues Knowledge of ITSM platforms including ServiceNow

ServiceNow IT Service Management