Service Desk Expert

5 days ago


Ottawa, Ontario, Canada Apside Full time
Apside Job Description:

**Job Title:** Service Desk Expert

We are seeking a highly experienced Service Desk Expert to join our team at Apside. The ideal candidate will have extensive expertise in Incident Management and Request Management within a Service Desk environment. Key responsibilities include guiding clients through ITSM processes, ensuring knowledge transfer, and enhancing service delivery. The role requires a deep understanding of ITIL v4 best practices and strong experience with ServiceNow configurations.

**Key Responsibilities:**

* Provide expert coaching to clients on Incident Management and Request Management best practices.
* Use hands-on experience to guide clients through ITSM processes, helping them become self-sufficient.
* Assist with ServiceNow implementations, configurations, and optimizations related to incident and request management.
* Ensure knowledge transfer, enabling clients to maintain and improve their ITSM processes independently.
* Work closely with client teams to identify gaps, improve workflows, and enhance service delivery.

**Required Qualifications & Experience:**

* Extensive experience in Incident Management and Request Management within a Service Desk environment.
* Hands-on expertise in ServiceNow with a proven track record of implementing ITSM solutions.
* Strong understanding of ITIL v4 best practices and how to apply them in real-world scenarios.
* Experience in guiding, coaching, and mentoring clients or teams.
* Ability to work independently in a remote setting, managing client expectations and delivering effective training.

**Preferred Qualifications:**

* ITIL v4 certification.
* Previous experience working as a ServiceNow Consultant, ITSM Coach, or ITSM Process Owner.
* Experience in process automation, service improvements, and ITSM tool optimizations.

If you are a seasoned ITSM expert passionate about helping organizations succeed through effective coaching and knowledge transfer, we would love to hear from you.

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