IT Support / Service Desk
IT Support & Service Desk is crucial in the tech market as it ensures smooth operations, resolves technical issues, and supports end-users. Hiring skilled professionals in this area enhances productivity, minimizes downtime, and maintains customer satisfaction. With rapid technological advancements, companies need a reliable support system to address IT challenges promptly and optimise overall efficiency.
Roles Unpacked
CIO
Develop and implement IT strategies to support business objectives - Manage and optimise technology infrastructure and systems - Lead digital transformation initiatives and innovation projects - Ensure cybersecurity and data privacy measures are implemented effectively - Collaborate with stakeholders to align technology initiatives with business goals. Certifications: CIOs may hold certifications such as CISSP, ITIL, PMP, or CISM.
IT Operations Manager
Manage IT infrastructure and systems - Lead IT teams and coordinate projects - Implement and maintain IT policies and procedures - Monitor network performance and security - Collaborate with stakeholders to drive operational improvements. Certifications: ITIL, PMP, CISSP, CCNA, Microsoft Certified: Azure Administrator Associate.
IT Support Manager
Manage IT support team and service desk operations - Develop and implement IT support strategies and procedures - Coordinate resolution of technical issues and escalations - Monitor and analyse IT support metrics and performance indicators - Collaborate with cross-functional teams to improve IT processes.
Certifications: ITIL, CompTIA A+, Microsoft Certified: Azure Administrator Associate.
Service Desk Manager
Oversees service desk operations, ensuring efficient incident resolution - Manages a team of service desk technicians and analysts - Develops and maintains service desk policies, procedures, and documentation - Monitors service desk performance and implements process improvements - Facilitates communication between service desk and other IT teams.
Certifications: ITIL Foundation, HDI Support Center Manager, Service Desk Institute certifications.
IT Support Engineer
Resolve hardware/software issues - Install and configure computer systems - Provide user training and support - Maintain network and security systems - Document and update IT procedures - CertificationL CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco CCNA.
Service Desk Analyst
Troubleshooting and resolving hardware and software issues - Assisting users with technical inquiries and providing timely resolutions - Logging and tracking incidents and service requests in ticketing systems - Conducting user training and providing documentation for IT processes - Collaborating with other IT teams to escalate and resolve complex problems.
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