Service Desk and Technical Support Management
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Key skills for this role
Role Overview
The posting describes two possible IT support and service management tracks rather than one clearly defined job.
Type A focuses on end-user support, helpdesk operations, desktop and peripheral troubleshooting, and customer service.
Type B focuses on IT service delivery planning, coordination, resource and team management, SLAs, risk, issues, and governance.
Key Skills for This Role
Full Job Posting
Posting Structure
The posting describes two possible IT support and service management tracks rather than one clearly defined job.
Type A focuses on end-user support, helpdesk operations, desktop and peripheral troubleshooting, and customer service.
Type B focuses on IT service delivery planning, coordination, resource and team management, SLAs, risk, issues, and governance.
Qualifications
- A diploma is required.
- The Type A track lists HDI-SCA, HDI-DST, ITIL, CompTIA Customer Service+, CompTIA A+, or an equivalent qualification.
- The Type B track lists PMP, PRINCE2, HDI-SCM, or an equivalent qualification.
- The posting states 10 years of experience for each track, tied to the listed certification groups.
Work Location
- The source states that work is performed in person, but this is not assigned to one clearly defined role in the multi-track posting.
Responsibilities
- Provide end-user support and operate helpdesk services.
- Troubleshoot desktop systems and peripherals.
- Apply customer service best practices to technical support.
- Plan, coordinate, and oversee IT service delivery.
- Manage service delivery resources and teams.
- Ensure adherence to service-level agreements.
- Manage service delivery risks and issues.
- Maintain service line governance.
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