IDP Education - Technical Specialist - IT Service Desk

POSITION PURPOSE :

The role combines advanced technical troubleshooting, AI quality assurance, continuous service improvement, and operational leadership. You will identify trends, eliminate recurring issues through problem management, strengthen knowledge management practices, and drive automation and shift-left initiatives. Additionally, you will mentor and coach Service Desk Analysts to improve technical capability, service quality, and user experience across global operations.
This role is ideal for a highly experienced support professional with strong analytical, technical, and stakeholder management skills who is passionate about leveraging AI and automation to modernize support services

RESPONSIBILITIES :

Advanced Incident & Problem Management :

- Perform advanced troubleshooting across applications, identity and access management, Microsoft 365, endpoint technologies, networks, and enterprise services.

- Lead incident diagnosis, root cause analysis, and permanent resolution planning.

- Collaborate with L2/L3 teams, vendors, and business stakeholders to drive incident resolution.

- Identify recurring issues and implement preventive measures through proactive problem management.

- Support Major Incident Management activities and contribute to post-incident reviews.

AI Quality Assurance & Decision Validation :

- Validate the accuracy and effectiveness of AI-generated recommendations, responses, and resolutions.

- Monitor AI decision quality and identify gaps, risks, and improvement opportunities.

- Evaluate AI service outcomes and recommend enhancements to improve user experience and operational efficiency.

- Establish feedback loops to continuously improve AI-assisted support processes.

Knowledge Management & Shift-Left Enablement :

- Drive Knowledge-Centered Service (KCS) practices across the Service Desk.

- Identify opportunities to shift activities from L2/L3 teams to Service Desk through documentation, training, and

automation.

- Promote self-service adoption through knowledge portals, virtual agents, and AI-powered support channels.

Automation & Continuous Improvement :

- Identify and implement automation opportunities to eliminate repetitive tasks and improve operational efficiency.

- Leverage ServiceNow, Power Platform, AI tools, and other technologies to enhance support delivery.

- Analyze service trends, ticket patterns, and operational metrics to drive continuous improvement initiatives.

Coaching & Leadership :

- Provide technical coaching and guidance to Service Desk Analysts and junior engineers.

- Support onboarding and capability development for new team members.

- Promote best practices in incident management, customer service, documentation, and technical troubleshooting.

- Act as a role model for service excellence and customer-centric support.

Service Performance & Reporting :

- Monitor service performance, SLA and XLA achievement, escalation trends, and operational health.

- Collaborate with leadership teams to identify improvement opportunities and service optimization initiatives.

- Support audit, compliance, governance, and reporting requirements.

WHAT WE'RE LOOKING FOR :

- 5+ years of experience in IT Service Desk, Technical Support, or End User Computing environments.

- Demonstrated experience resolving complex technical issues in enterprise environments.

- Strong understanding of Incident Management, Problem Management, Change Management, and Major Incident

processes.

- Hands-on experience with ServiceNow, Jira Service Management, Freshservice, or equivalent ITSM platforms.

- Experience working with AI-powered support technologies, virtual agents, copilots, or intelligent automation platforms.

- Strong analytical and troubleshooting skills with a structured problem-solving approach.

- Experience coaching, mentoring, or leading support teams.

- Excellent stakeholder management, communication, and documentation skills.

- Ability to work effectively within a global support environment.

TECHNICAL EXPERTISE :

- Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)

- Windows 10/11 and endpoint management technologies

- Active Directory, Azure AD / Entra ID, MFA, SSO

- Identity and Access Management

- Remote support platforms (BeyondTrust, AnyDesk, TeamViewer)

- ServiceNow workflows, reporting, and AI capabilities

- Knowledge-Centered Service (KCS) methodologies

- Power BI reporting and service analytics

PREFERRED QUALIFICATIONS :

- ITIL Foundation or higher certification.

- Bachelor's degree in Information Technology, Computer Science, or related discipline.

- Microsoft, ServiceNow, or AI/Automation-related certifications.

- Experience supporting AI-enabled enterprise platforms and digital workplace environments.

- Exposure to Power Platform, RPA, scripting, or workflow automation technologies.

- Experience working within global, multi-region support teams.

WHY JOIN US :

- Be part of a digitally forward team redefining IT support

- Access to training, certifications, and internal knowledge sharing

- Flexible working arrangements and a supportive global team

- A culture that celebrates innovation, diversity, and wellbeing