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    Help Desk Analyst - birmingham, United Kingdom - Qualient Technology Solutions UK Limited

    Qualient Technology Solutions UK Limited
    Qualient Technology Solutions UK Limited birmingham, United Kingdom

    5 days ago

    Default job background
    Technology / Internet
    Description

    We are Looking for a "service Desk analyst" Based in Birmingham, United kingdom

    Languages: English and French

    Job Description:

    Service Desk JD:

    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.

    If you are Interested please share your Updated CV to

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