Service Desk Specialist

As a Service Desk Specialist (Network Dispatch & Smart Hands Coordination), your role will involve being the front door for global Network Hands & Feet (H&F) operations. You will handle ticket intake, L1 diagnostics, run SEV bridges, and dispatch/coordinate field engineers for various network tasks like racking & stacking, switches/routers/APs/firewalls, and wireless surveys. Success in this role is defined by fast triage, accurate dispatch packs, precise documentation, and consistent SLA delivery. 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). In addition, you will use tools like Freshservice, ServiceNow, Remedy, MS Teams, Zoom, O365, AD, GlobalProtect, basic CLI tools, ticket/dispatch templates, geo tools (Google Maps/What3Words), and shared runbooks. This company is an equal opportunity employer that values diversity and is committed to providing a safe, inclusive workplace. As a Service Desk Specialist (Network Dispatch & Smart Hands Coordination), your role will involve being the front door for global Network Hands & Feet (H&F) operations. You will handle ticket intake, L1 diagnostics, run SEV bridges, and dispatch/coordinate field engineers for various network tasks like racking & stacking, switches/routers/APs/firewalls, and wireless surveys. Success in this role is defined by fast triage, accurate dispatch packs, precise documentation, and consistent SLA delivery. 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