Service Desk Roles - Birmingham - FalconSmartIT

    FalconSmartIT
    FalconSmartIT Birmingham

    4 days ago

    Description

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

    Job Location : Birmingham, UK / Onsite

    Job Type : Permanen t

    Job Description

    • 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

    Skills Required

    • 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.

    Willingness to work in a rotational shift 24/365


    Regards,

    Rachana


    #J-18808-Ljbffr

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