Service Desk Engineer

key Responsibilities

Drive continuous improvement across all Technology service management processes and functions

Work closely with various teams, service owners, and business stakeholders to identify areas for process improvement

Improve efficiency and enhance customer experience using Automation and Self service solutions

Act as a key stakeholder in the planning and execution of projects, ensuring that how we operate the services is a key part of any change delivered

Lead, mentor, and develop the Team, providing guidance, coaching, and support to team members to elevate their skills

Key responsibilities and accountabilities

Lead continuous Improvement initiatives by encouraging idea generation and collaboration across teams to identify ways in which we can improve our Technology services

Design, build, and implement Automation solutions using Robotic Process Automation technologies including Microsoft Power Platform and others

Develop and maintain scripts to automate routine IT administration tasks and reduce manual efforts using PowerShell Python and others

Improve Service Delivery by engaging in project planning to understand project scope objectives and deliverables

Ensure alignment of project goals with service operational requirements and customer experience

Support Project Delivery by making sure automation and Self service options are explored and implemented wherever possible

Lead projects as required from design to deployment to handover

Stay current on industry trends and best practices for Automation and Artificial Intelligence technologies

Ensure that Automated solutions follow best practices including security and data protection

Research Automation and Artificial Intelligence technologies that could further enhance our Service Delivery capabilities and run experiments to trial them

Knowledge share with the wider team and produce documentation

Skills and ability

Strong experience with continued service improvement

Experience with delivery of IT services to a large corporation

Strong technical ability with Robotic Process Automation technologies including Microsoft Power Platform and others

Experience in administration of IT Service Management systems and implementation of Artificial Intelligence technologies

A desire to strive for continuous improvement

Well versed in Microsoft applications and services

Strong attention to detail

Strong experience in project delivery methodology