Service Desk Specialist

Job Title

Service Desk Specialist (Network Dispatch & Smart Hands Coordination)

Location

Remote/Hybrid (Global coverage) Shift-based, 247 rotation

Employment Type

Full-time (rotational shifts, weekends/holidays as scheduled)

Reports To

Service Desk Manager / Network Operations Lead

Role Summary

front door

Key Responsibilities

• Ticket Intake & Triage (ITSM):

  Manage incidents/requests/changes in ServiceNow/Freshservice/Remedy/SM9; apply priority/severity rules; keep stakeholders updated.

• L1 Diagnostics:

  Perform DNS/DHCP/ping/traceroute checks; handle VPN/user access; SSO/MFA and basic O365/AD issues to drive first-contact resolution.

• SEV/Bridge Handling:

  Host and minute SEV bridges; provide clear status every 1530 minutes; coordinate resolver groups; drive to action/closure.

• Dispatch & Coordination:

  Build complete

  dispatch packs

  (scope, site access, change window, contacts, tools/PPE, RMA/spares, rack elevation/port map); assign field engineers; track ETAs; manage escalations.

• Network Workstreams:

• Racking/Stacking:

  Labeling, serial capture, power/PoE checks, patching, photos, closure notes.

• AP Installs & Surveys:

  Understand APoS vs passive/active; RSSI/SNR basics; PoE and mounting standards; capture deliverable expectations.

• Firewall Basics:

  Policy/ACL vocabulary, IPSec/SSL VPN types, common vendors (Cisco ASA, Palo Alto, Fortinet) escalate L2 for policy/CLI.

• Documentation & Handover:

  Maintain accurate tickets, evidence (photos/serials/signatures), shift handovers, and post-incident reports.

• SLA & Quality:

  Hit response/restore SLAs; prevent re-dispatch by improving pack quality; uphold bridge etiquette and confidentiality.

Required Qualifications & Skills

• 25 years

  in a Service Desk / NOC / Dispatch role supporting network or end-user services.
• Strong

  ITSM

  experience (ServiceNow, Freshservice, Remedy, or SM9) across Incident/Problem/Change.
• Solid

  L1 networking

  : DNS/DHCP fundamentals, IP tools (ping/traceroute), VPN user troubleshooting, SSO/MFA, basic Windows/O365/AD.
• Proven

  dispatch/coordination

  skills (spares/RMA, logistics, access notes, change windows, engineer ETAs).
• Excellent

  communication

  (written/spoken English), customer handling, and documentation discipline.
• Comfortable with

  247 shifts

  and high-tempo bridge calls.

Nice-to-Have

• ITIL Foundation

  ;

  CCNA

  (or equivalent knowledge).
• Familiarity with

  Ekahau

  concepts (APoS/passive/active surveys) and survey deliverables.
• Exposure to monitoring tools (AppDynamics, Grafana, Kibana, SolarWinds).
• Multi-vendor awareness (Cisco/Aruba/Juniper/Palo Alto/Fortinet).

KPIs (What success looks like)

• Time-to-First-Response:

  ? 10 minutes for ? 85% of tickets

• Time-to-Dispatch Pack:

  ? 15 minutes post-triage for ? 90% of field requests

• SLA Adherence:

  ? 95% (response/restore)

• Documentation Completeness:

  100% (evidence, serials, sign-off)

• Bridge Cadence:

  Clear updates every 1530 minutes

• First-Contact Resolution (where applicable):

  ? 2530%

Tools You'll Use

Freshservice/ServiceNow/Remedy/SM9, MS Teams/Zoom, O365/AD, GlobalProtect/other VPN clients, basic CLI tools for validation, ticket/dispatch templates, geo tools (Google Maps/What3Words), and shared runbooks.

Equal Opportunity

We're an equal opportunity employer. We value diversity and are committed to a safe, inclusive workplace.