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    Service Desk Analyst - London, United Kingdom - N Consulting Ltd

    N Consulting Ltd
    N Consulting Ltd London, United Kingdom

    Found in: Talent UK C2 - 1 day ago

    Default job background
    Full time
    Description

    Location: Birmingham, UK

    Duration: Permanent

    Experience:

    Willingness to work in a rotational shift 24*7*365


    • 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 in English and Norwegian (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, escalate 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*7*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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