1st Line Support Service Desk - Birmingham, United Kingdom - Code Convergence ltd

Code Convergence ltd
Code Convergence ltd
Verified Company
Birmingham, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
Graduate with Minimum
3+ years of Experience in
service Desk
:


  • Excellent communication and conversation skills in
    English with a Versant Score of 70.
:


  • Good Knowledge of Incident, Change and Problem Management
  • 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
  • Logging and triaging the incidents in
    ITSM for all the end user related incidents, service requests, problems etc
  • Triage the
    tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
  • 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
  • Good Knowledge on O365 products
  • Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure.
  • 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.
  • Good Knowledge on ZOHO
    ITSM tool.

Certifications

Soft Skills
:


  • Should possess excellent customer handling skills
  • Ability to handle unforeseen situations
  • High level of acceptance and understanding in dealing with end users and situations

Job Type
:

Permanent


Schedule:

  • Day shift

Experience
:


  • Desktop support: 5 years (preferred)
- service desk: 5 years (preferred)

  • ITIL: 5 years (preferred)

Work authorisation:

  • United Kingdom (preferred)

Work Location:
On the road
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