Role: Service Desk Analyst/Helpdesk Support Engineer - 7X
Location: Birmingham, UK
Type of Hiring: Contract (6 Months)
ü Graduate with Minimum 3 years of experience in service Desk
ü Excellent communication and conversation skills in English with a Versant Score of 70
ü Good Knowledge of Incident, Change and Problem Management
ü Manage Service Desk activities, including:
- Owning overall responsibility for Incident and Service Request process handling on the Service Desk
- Liaise with the Service Manager
- Help with the development and issuance of Service Desk Operational Reports
- Liaise with the designated Change lead as requested
ü Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
ü Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
ü Track the incidents/service requests/problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/problems/Service/Change requests as per the escalation mechanism
ü Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
ü Attend voice calls
ü Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
ü Use Remote Desktop to assist the end users as required.
ü Good Knowledge on O365 products.
ü Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
ü Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
ü Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
ü Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
ü Proactive problem management is an added advantage.
ü Good Knowledge and proven skills in Vendor Management
ü Good Knowledge on ZOHO ITSM tool
ü Should possess excellent customer handling skills
ü Ability to handle unforeseen situations
ü High level of acceptance and understanding in dealing with end users and situations
ü Candidate to be ITIL certified