- 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.
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Service Desk Roles - Birmingham - FalconSmartIT
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
Skills Required
Willingness to work in a rotational shift 24/365
Regards,
Rachana
#J-18808-Ljbffr
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FM Helpdesk Officer
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Service Desk Support Manager
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IT Service Desk Analyst
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Technical Support Team Lead
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Technical Support Engineer
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Office Administrator
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Service Desk Trainer
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First Line Support
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Technical Support Manager –
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Recruitment Consultant
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Recruitment Consultant
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Front Desk Receptionist
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IT Service Delivery Manager
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Information Technology Service Delivery Manager
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Front Desk Receptionist
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Receptionist
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Senior Support Engineer
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IT Service Desk Analyst
Only for registered members Birmingham, England
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Technical Support Team Lead
Only for registered members Birmingham, England