Senior Service Desk Operator to provide frontline technical expertise and support for the client's IT Infrastructure and Operations team, ensuring the stab

1 year contract

On site 5 times a week

Must Haves:

• Solid understanding of information technology systems, including hardware, software, operating systems, and network applications.
• Knowledge of Citrix environments, including virtual desktops and remote access tools.
• Strong working knowledge of Windows operating systems (Windows 10/11), including installation, configuration, and troubleshooting.
• Familiarity with Microsoft Intune and mobile device management (MDM) concepts for managing Windows and iOS endpoints.
• Experience supporting iPhones and iOS devices, including email, MFA, and secure app configuration.
• Knowledge of IT service management practices, including incident, change, and problem management, along with ticketing system use for tracking, analysis, and reporting.
• Strong knowledge of LAN and PC hardware/software architecture, including endpoint troubleshooting and configuration.
• Proficient in common PC applications such as Microsoft 365, web browsers, productivity tools, graphics utilities, and security suites.
• Working knowledge of automation tools and basic scripting (e.g., PowerShell, batch scripting) to streamline routine IT tasks and improve efficiency.
• Understanding of documentation standards and best practices for maintaining accurate and up-to-date technical records, procedures, and support materials.

Key Responsibilities

• Provide day-to-day technical support across a range of hardware, software, and end-user computing environments
• Act as an incident coordinator during service disruptions and participate in issue resolution and follow-up
• Support modernization initiatives such as the Windows 11 rollout, Intune implementation, Citrix transition, and related infrastructure projects
• Assist in deploying, configuring, and maintaining IT equipment including laptops, desktops, mobile devices, and boardroom technology
• Maintain and update the IT asset inventory system, ensuring proper equipment tracking, recovery, and secure disposal
• Participate in the coordination, testing, and rollout of new systems, applications, and upgrades
• Assist with documentation, knowledge base updates, and process improvements
• Provide informal guidance and support to junior staff or co-op students
• Stay informed on current and emerging technologies relevant to end-user computing and infrastructure operations

Skills

• Strong verbal communication skills to effectively support users, gather issue details, and collaborate with technical and non-technical staff.
• Excellent interpersonal skills to guide users through issue resolution, explain technical concepts clearly, and support knowledge sharing within the team.
• Effective written communication skills to create user guides, document procedures, and report on incidents or resolutions.
• Proficient in troubleshooting Windows, Citrix, and iOS environments, resolving technical issues across hardware and software platforms.
• Strong analytical and problem-solving skills, with the ability to assess complex situations and determine appropriate solutions.
• Ability to manage and prioritize multiple tasks, ensuring timely service delivery and responsiveness to business needs.
• Demonstrated ability to work independently and collaboratively in a dynamic IT operations environment.
• Knowledge of log analysis and system monitoring tools to support diagnostics, performance reviews, and proactive issue identification.
• Physical ability to safely lift and move IT equipment or boxes weighing up to 15 kg, when required.