Service Desk Officer

GA HR Consultancy is a dynamic partnership between two seasoned HR professionals, bringing together over four decades of combined experience in human resources management, talent acquisition, and strategic consulting. With a shared commitment to excellence, GA HR Consultancy provides comprehensive HR operations consulting and tailored headhunting services, designed to optimize human capital and drive business success.

The Role

GA HR Consultancy Inc., an accredited executive search and talent acquisition partner for our client, a leading IT service company, to find a Service Desk Officer who is NetSuite Certified (at least basic certification) and has strong leadership potential.

In this officer-level role you will oversee day-to-day support for NetSuite users, manage service desk operations, and work to improve team performance. While direct leadership is not required, the role requires individuals with the drive to take on leadership responsibilities and contribute to the continuous improvement of service desk processes.

Responsibilities:

• Team Leadership: Oversee and mentor a team of Service Desk Analysts, ensuring high quality service delivery and adherence to service level agreements (SLAs).
• NetSuite Support: Provide day-to-day support for NetSuite users, ensuring issues are resolved quickly and efficiently.
• Incident and Requests Management: Manage escalated requests and incidents from users, ensuring timely and accurate resolution.
• Configuration and Customization: Lead the team in assisting with basic NetSuite configuration and minor customizations to meet users needs and business requirements.
• Users Access and Permissions: Ensure proper configuration of NetSuite user roles, permissions, and security settings, maintaining compliance with company policies.
• Training and Documentation: Oversee the development of training materials and ensure users are equipped with knowledge to maximize NetSuite features.
• Process Improvement: Identify areas for improvement in the service desk process and drive operational excellence.
• Collaboration with IT Teams: Work closely with other IT teams to resolve complex technical issues and enhance NetSuite system functionalities.
• System Monitoring Performance: Proactively monitor NetSuite system performance and lead efforts to optimize the system for better reliability and efficiency.

Ideal Profile

What We're Looking For:

• NetSuite Certification: At least Basic NetSuite Certification (NetSuite Functional Consultant or Service Desk Certification)
• Experience: Minimum of 3 years of experience in a Service Desk or Support role, ideally with experience in NetSuite or ERP systems.
• Leadership Potential: Strong communication and collaboration skills with a demonstrated potential for leadership, such as taking initiative, mentoring, and process improvement.
• Problem-Solving Skills: Ability to troubleshoot and resolve technical issues efficiently while maintaining a high level of satisfaction.
• Technical Knowledge: Basic understanding of NetSuite modules (e.g., Finance, Order Management, Inventory) and ERP system configurations.
• Proficiency: Experience with Ticketing Systems and proficiency in MS Office.
• Education: Bachelor's degree in IT, Business, or related field.
• Preferred: Knowledge of NetSuite configuration, customization, and integration with other systems.

Why This Opportunity is Right For You:

• Leadership Development: This is an ideal opportunity to develop leadership skills, mentoring a team while ensuring operational excellence in NetSuite Support.
• Competitive Salary based on experience and qualifications.
• Comprehensive Benefits offering work-life balance, health support, and financial wellness.
• Career Growth: Opportunity to grow your career within an IT service company and gain hands on experience with NetSuite.
• Collaborative Environment: Join a dynamic team that values continuous improvement and offers support for your professional development.
• Flexible Work Setup: Enjoy 4 days onsite and 1 work-from-home day per week, with flexibility to choose your preferred work-from-home day.

What's on Offer?

• Great work environment
• Flexible working options
• Leadership Role