Service Desk Technician II- AXS
Service Desk Technician II- AXS
Service Desk Technician II- AXS
AEG Worldwide
AXS is a leading ticketing platform connecting fans with their favorite artists and events. The Service Desk Technician II role involves providing technical support to internal customers, ensuring efficient issue resolution, and adhering to ITIL best practices.
Qualification
- Experience in a technical support role, preferably in a corporate IT environment.
- Strong understanding of ITIL service management best practices.
- Excellent communication skills, both verbal and written, with a focus on customer service.
- Ability to troubleshoot and resolve technical issues across various technology domains.
- Experience with endpoint device management and software deployment processes.
- Familiarity with service desk tools and ticketing systems.
Responsibility
- Respond to Corporate IT service requests within defined SLAs, delivering timely and effective technical support to end users—including executives and VIPs—via in-person, phone, chat, or email channels.
- Serve as the first escalation point for complex technical incidents and service requests, resolving issues independently or coordinating with internal teams and vendors as needed.
- Provide high-level customer service to all end users, with special attention to executive support needs.
- Support onboarding and offboarding activities, including IT orientation, account provisioning, group permission updates, license assignments, and ensuring a seamless technology setup for new hires and departing employees.
- Manage the deployment and configuration of endpoint devices in accordance with established procedures, while identifying and implementing improvements to software deployment and asset tracking.
- Create, maintain, and update standard operating procedures, service desk documentation, and internal knowledge base articles to support consistent and effective IT service delivery.
- Promote adherence to ITIL service management principles.
