Senior Administrator - English, Arabic, Microsoft Windows

About the role

Service Desk Language Specialist Role code: SD Language L2 | Level 2 | Service Desk Services – Remote Desktop Service Reports to Service window Tooling Service Desk Manager / Lead (SD Manager L3) 24x7 (Level 2 Remote Desktop Service, all Sites) Delivery centre Per language cohort — see Role Notes Languages BMC Helix ITSM

What you'll do

• KEY RESPONSIBILITIES – CONTRACTUAL SCOPE
• Perform Level 2 resolution — Incidents requiring further analysis beyond scripted L1 procedures — within the scope set by Attachment 2-A (§4.4.1)
• Deliver elevated Remote Desktop Support with deep-dive diagnostics; leverage Intelligent Swarming to bring L2/L3 technology experts into the resolution session rather…
• Reduce transfers to Third Parties and internal support groups; where transfer is unavoidable, ensure the L1/L2 checklist and Handover Package are complete (CSL-14
• Author and maintain Knowledge Base articles, scripts and decision trees that migrate resolutions from L2 down to L1 under the Shift-Left model (§4.4.2, §3.8)

What you need

• 3–6 yrs of experience
• Windows
• ITIL
• Office 365
• Troubleshooting
• Intune
• PowerShell
• Any graduate