Eastwood City | Service Desk Subject Matter Expert

Requirements & Qualifications
Experience in working in an IT Service Desk environment where IT knowledge is utilized.
Minimum of 1 year experience in similar capacity
Knowledge of PC/Laptop/Printer hardware components, troubleshooting and remote assistance tools
Technical certification in the IT field is a plus
ITIL (but not required) or an equivalent combination of education and experience
Preferably must possess at least Bachelor's/College Degree, BSIT, BSCS, MIS or similar program or substantial equivalent experience
Strong analytical, troubleshooting and problem solving skills
Excellent documentation skills and proficient in MS Excel, MS Word and MS PowerPoint.
Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days
No issues working in Eastwood, Q.C. or anywhere assigned by the company

Roles and Responsibilities
Work on process documentation creation and update including process roll outs
Partner with the client and the Training team in streamlining processes and developing training materials/curriculum
Identifies and resolves problems and gaps that affect the performance of the team and quality of service
Responsible for storing data and records of processes
Minimize risks during Transitions
Identify opportunities in the processes
Assist the ITSD TL/ Manager in planning, developing and implementing initiatives and process improvements to the Service Desk Team
Maintain a current understanding of the IT systems, IT policies, and IT operational groups
Leadership and functional escalations during high risk changes as defined in the priority setting matrix, and for all mission critical planned outages (data center power maintenance, etc.)
In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives within the information processing area
Helps in creating WBR, MBR reports for client and stakeholder reviews
Liaise with other ITSM teams, Problem Mgt, Change Mgt. on proper integration and correlation of the Incidents or IT Changes
This position reports to the Service Desk Team Lead or anyone assigned by the company
Backfill the tasks/ activities of Team Lead in his or her absence
Other related duties are assigned as needed
This job may require the individual to work on rotating shift on an occasional basis