Service Desk Engineer - London, United Kingdom - Thrive IT Systems Ltd
Description
Job Description
ServiceDesk Operations
o Service desk support to around 4600 users through Phone, Chat, Email, and self-service portal in English (24x7)
o Google Translate for 7 languages in portal & chat
o Incident and Service Request Management, single ownership of tickets
o Remote diagnostics and troubleshooting
o Incident Escalation and
Critical Incident Management
o Knowledge Management
o VIP user Support
o Digital Experience Monitoring
? Converged Ops
Converged Ops L1.5 team (24x7) support resolving the issues using Standard Operating Procedures for Applications and Infrastructure technology towers
constantly updating knowledge base of known issues & support below operations
o Incident & Service Request handling
o Knowledge Management
o Reporting
o Documentation
o Remote Desktop Management
Client Tools - Chatbot, ServiceNow, Joritz
ServiceDesk Services
o Acknowledge and respond to IT issues, requests, and queries from users via telephone, Portal, email, or chat, as appropriate in the circumstances
o perform ticket identification, classification, creation, and routing of tickets/incidents to appropriate queues based on issue/request details
o provide first line support for all end user IT devices for service requests, incidents, and queries
o perform incident monitoring, reporting and functional escalation where appropriate in the circumstances
o perform trend analysis of service requests, incidents, and problems for service desk improvements (e.g., "How-To" guides and self-service tools)
o maintain an escalation contact list(s) for all service areas (including third parties such as the Customer's third-party suppliers)
o Work with other specialists, vendors, and technicians to resolve incidents for the users.
o Create service requests for users in the Self-Service Portal, update requests, and look up the status of requests.
? Converged Ops-L1.5
o Resolve Incidents and Service Requests within the agreed service levels to enable the productivity improvement
o Resolution of all L1.5 tickets & route L2/ L3 tickets to other support groups
o Coordinate with Hardware and Desktop Support team,
o Proactive monitoring, rapid response, routine checks, and escalating tickets to the SMEs Team
o Converged Operations will respond to actionable alerts not handled by inbuilt automation and auto resolution. The team is enabled by rich advanced analytics pinpointing to the problem areas, one-click resolution tools, Knowledge base (Runbooks, SOP's, FAQ & Manuals)
o Improve First Call Resolution by leveraging client's IT Services expertise and cross skilling Service Desk associates with Infrastructure and Applications level 1 SoPs.
o Self-Service Catalogues for end user empowerment and reduced ticket influx
o Intelligent catalogue routing to avoid multiple Hops
o Backlog Reduction through Standard catalogue requests
AUTOMATE: Stub-codes to automate swivel tool implementations, minor workflows etc. client's digital ITSM4 process model for Knowledge management offers an elevated view with process inputs, outputs, enablers along with key activities, PI's and reports. Some the KPI's measured as part of knowledge management are - KA Usage & Effectiveness which assist in improving effectiveness of L1.5 and improved time to market.
The robust and well-defined Knowledge Management process and Knowledge manager makes sure of enabling Service Desk analysts to use a Service Knowledge Management System to perform the Resolution of End User related Incidents
Productivity & Automation YoY Benefits from Yr-2 onwards will be 5%-10% achieved through below parameters.
? Improved MTTR
? Increased First time closure rate
? Reduction using Event correlation (Reduction in Noise & Auto Resolution