Service Desk Service Desk Lead​/Service Desk Analysts

Job Title :
Service Desk Roles (1 Service Desk Lead / 2 Service Desk Analysts)

Job Location :
Birmingham, UK / Onsite

Job Type :
Permanen t

• Minimum 2 to 3 years of experience in handling calls / emails in in a international help desk is must
• Good understanding and hands-on experience of Incident Management process / prioritization and categorization of incidents is important

• Excellent Communication skills (spoken and written)
• Handling the voice calls
• ITIL process on Incident Management and Service Request fulfilment
• Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket
• Monitor the Incident Management queue, Assigning / Reassigning and follow up of tickets as per standard procedure
• Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
• Basic L1 level troubleshooting of the issues like desktop, network, printer, Active Directory, O365, Lotus Notes and email related issues
• Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
• Proactive problem management is an added advantage.
• Track the incidents / service requests / problem tickets to ensure resolution within SLA, elevate the unresolved incidents / problems as per the escalation mechanism, analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
• Willingness to work in a rotational shift 24/365
• Use Remote Desktop to assist the end users as required.
• Ability to efficiently and effectively understand the end users technical requirements, solid trouble shooting, problem solving and analytical skills, excellent pro-active verbal skills and communication skills.

Regards,

Rachana