Work Location: London ON - Onsite 5 days a week
Experience Required: 68 years
Role Description
Ability to analyze problems and develop creative solutions Knowledge of ServiceNow ticketing tool Understanding of ITIL and ITSM processes
Key Responsibilities
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
Required Skills
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
Desired Skill
ServiceNow IT Service Management
Required Skills:
Top 3 Required Skills: 1. IBM Financial transaction 2. Payment flow 3. Support Modernization Detailed Job Description: Design develop and maintain applications built on IBM Financial Transaction Manager (FTM) to support core payments processing. Contribute to the development of payment flows supporting transaction processing. Build and support integrations between FTM and upstream/downstream systems using enterprise integration patterns. Participate in the design development testing deployment and production support. Troubleshoot and resolve application and integration issues in a complex regulated environment. Collaborate with architecture QA and operations teams to ensure platform stability scalability and performance. Support modernization initiatives and enhancements to existing payment hub capabilities. Produce clear technical documentation and participate in code reviews and knowledge sharing.
Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 10 - 10
Service Desk Engineer – ServiceNow & End User Computing (EUC) • London, Ontario, Canada
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