Senior Service Desk Lead – ITIL & Customer Focus

Sword is seeking a Senior Service Desk Analyst to take ownership of incidents and requests within a busy MSP service desk. You will provide expert technical support, follow ITIL processes, and guide peers while driving service quality and customer outcomes across Windows, M365, AD and business apps.

You will work with ServiceNow, contribute to knowledge base and continual improvement, and help maintain service levels and client satisfaction in a fast-paced environment.

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