Job Summary

As a Senior Service Desk Engineer you will be responsible for administering and managing multiple Microsoft Windows Infrastructure services, including System Centre Configuration Manager (SCCM), Microsoft Endpoint Management (Intune), BitLocker Administration, Microsoft 365, and Active Directory. Spearheading automation initiatives using tools like PowerShell to enhance efficiency across the Service Desk team. Assessing and recommending improvements to IT Service Management and IT Asset Management processes, leveraging technologies such as BMC Helix. Reporting monthly on Key Risk Indicators for Patch Management and IT Asset Management, and proposing action plans when indicators fall below acceptable thresholds. Providing 2nd level support for hardware, software, operating system, and banking application issues, overseeing all related incidents and requests. Demonstrating clear and confident articulation of technical solutions to end users, delivering excellent customer service and support in a demanding environment.

Key Accountabilities

SCCM Administrator & service management

• Solid hands on Experience with Microsoft System Center Configuration Manager with 6 to 8 years’ experience, Experience with the current branch desirable.

Intune Administration and Management

• Ability to manage different types of devices (iOS, Android, Windows, macOS) through Intune

Citrix Administration and Support

• Solid understanding of Virtual Desktop Infrastructures

End User Services Support

• Carry out training and knowledge transfer sessions to empower junior service desk engineers in proficiency with above tools

Information Security Support

• Broad understanding of how major attacks work

IT Asset Management

• Implement tools and processes to bring and maintain a compliant environment regarding end-user facing assets across the whole organization

Skills

Experience

• At least 6 years or above relevant IT related experience.
• Windows OS and Microsoft Applications support experience or background (MCP equivalent).
• Windows Administration support experience (MCSA equivalent)
• Citrix support experience or background on Thin-Client implementation.
• SCCM administration & support experience is a must.
• ITIL certification

Education

• Bachelor’s degree in Computer Science or equivalent