IT Service Desk Senior Specialist

Deloitte

  • Нур-Султан
  • Постоянная работа
  • Полная занятость
  • 29 д. назад
Responsibilities:Technical Support & Troubleshooting- Provide advanced technical support for hardware, software, and network issues.- Diagnose and troubleshoot complex problems across various platforms (Windows, mobile devices, etc.).User Support & Communication- Serve as a point of contact for users.- Communicate effectively with users to understand problems and provide timely solutions.- Document solutions and create knowledge base articles for recurring issues.Knowledge & Expertise- Maintain deep knowledge of IT systems, applications, and tools used within the organization.- Stay updated on new technologies and best practices in IT.Process & Documentation- Ensure compliance with ITIL or other service management frameworks.- Maintain accurate records of incidents, problems, and resolutions in the ticketing system.Reporting & Analysis- Analyze incident trends and provide reports to management.- Recommend proactive measures to reduce recurring issues.Security & Compliance- Ensure adherence to security policies and procedures.- Support access management and user account provisioning/deprovisioning.Professional Requirements:
1. Education:
  • Higher education in a technical field (e.g., IT, computer science, engineering).
2. Work Experience:
  • At least 3 years of experience in a service desk or a similar role.
  • Proven experience in managing a technical support team.
3. Knowledge and Skills:
  • Strong understanding of ITIL or similar IT service management frameworks.
  • Knowledge of incident, problem, and change management processes.
  • Technical proficiency (operating systems configuration, network connections, software).
  • Ability to work with metrics and reporting (SLAs, KPIs).
4. Languages:
  • English, Russian
Deloitte is one of the world’s leading professional services firms, providing Audit and Assurance, Tax and Legal, Consulting, Financial Advisory, Risk Advisory, and other services to public and private companies spanning multiple industries.With a globally connected network of member firms, Deloitte has operations in more than 150 countries, bringing world-class capabilities and in-depth local expertise to help its clients succeed in a challenging environment. More than 275,000 Deloitte experts are dedicated to the concept of achieving results we can be proud of.Deloitte is represented by cross-functional industry groups that help clients find the right business solution based on market requirements. We constantly track the latest amendments in various sectors of the economy and offer our expert opinion on how they may affect business. We are consistently recognized as a market leader for the high quality of our services and our unique corporate culture.Deloitte has been operating in Kazakhstan for more than 25 years. The first office was opened in Almaty in 1993. Since June 2005, it coordinates the firm's operations in the Caspian region. We are the fastest-growing Big Four firm in Central Asia with the offices in Kazakhstan (Almaty, Astana, Atyrau, Aktau), Uzbekistan (Tashkent), employing nearly 600 professionals throughout the region. As a result, we serve 40 out of Top-100 companies in Kazakhstan.Reflecting back, and looking forward to the future, we maintain a long-term perspective and seek to make an impact that matters for our people, clients, and society.

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