Service Desk / ITSM Consultant

The Service Desk and ITSM Senior Engineer is responsible for leading the adoption of ITSM tools and frameworks (such as ITIL) to enhance IT operations and service delivery. This role ensures the smooth operation of incident, service request, and event management processes, providing seamless support across the organization. Additionally, the engineer will oversee patching, vulnerability management, and device management using tools like Microsoft Intune or others to ensure secure and compliant systems. Responsibilities: - Ensure that work is carried out on the basis of approved policies, processes, procedures and instructions - Review the opportunities for continuous improvement of systems, processes and practices according to leading practices, reduce costs and improve productivity - Ensure knowledge transfer to new employees and reports, including approved work policies and procedures - Follow up on the issues / cases being escalated related to subordinates to ensure efficient and timely closure - Lead the adoption and customization of ITSM tools (such as Zoho One) to align with business processes: Manage incident, service request, asset management, event and service catalog processes following the ITIL framework. Monitor service levels (SLAs) and ensure timely resolution of incidents and service requests. Develop and maintain ITSM reports and dashboards for continuous improvement. - Service Desk Operations: Provide 2nd and 3rd level support for escalated incidents and complex technical issues. Ensure that knowledge base and CMDB (Configuration Management Database) are properly maintained for the Service Desk. Implement best practices to streamline the service desk operations and improve end-user experience. Conduct root cause analysis (RCA) for recurring problems and recommend solutions. - Patching and Vulnerability Management: Manage patching and updates across PCs, laptops, and critical Microsoft services. Oversee vulnerability management to identify and mitigate risks within IT infrastructure. Use Microsoft Intune or other tools for device management, endpoint compliance, and secure configurations. Coordinate with security teams to ensure all endpoints are compliant with SAMA and organizational policies. - Microsoft and Cloud Service Management: Manage and monitor file-share, mail & collaborations tools like Microsoft 365 services including Exchange Online, Teams. Duration: 12 Months Contract and extendable (On Marc Ellis Payroll)