Responsibilities:
- Run daily L1/L2 operations - shift planning, queue ownership, triage, prioritization, escalations; track and improve SLA, MTTR, FCR; feed patterns into Problem Management.
- Operate Access Request workflow in JSM; validate approvals/evidence; provision/de-provision application access and Enterprise groups/roles; maintain Access Catalog entries; execute Joiner/Mover/Leaver tasks on time; keep audit logs complete; support SSO group-based access and SCIM automation.
- Issue/collect devices; keep Asset/CMDB accurate; perform base diagnostics/imaging; coordinate service vendors for repairs/logistics.
- Own JSM queues (SLAs, forms, templates, canned responses, reporting); assure solution quality (complete, accurate, policy-compliant).
- Proactively communicate planned works/incidents and ETAs; deliver short trainings on software usage and ServiceDesk processes; weekly syncs with Infra/IT Business Systems/Security to improve handoffs and integrations.
- Capture requirements for self-service and Access Request automation; implement quick wins in JSM/Confluence to reduce cycle time and handoffs.
- Build dashboards/reports (SLA, backlog, typology, recurring incidents, CSAT); provide weekly performance/risk/improvement updates to the IT ServiceDesk Manager.
Requirements:
- Jira Service Management (queues, SLAs, forms, dashboards, reporting); Confluence KB; Microsoft 365/Entra ID (users, licenses, groups); RBAC and access provisioning; device issuance/return; Asset/CMDB; basic MDM/Endpoint concepts.
- 3–5+ years in IT Support, incl. 1–2+ years as Team Lead/Senior in an international environment; hands-on access provisioning and vendor repair coordination; running JSM-based service operations.
- ITIL Incident/Request/Problem/Change; on/offboarding processes; service communications; end-user security and privacy basics.
- ITIL Foundation (minimum), ITIL v4 preferred; Microsoft 365/Entra ID admin knowledge (certification preferred).
- English B2+ spoken/written.
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