Jobs

    Service Desk Specialist - London Area, United Kingdom - iXceed Solutions

    iXceed Solutions
    iXceed Solutions London Area, United Kingdom

    1 week ago

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    Human Resources
    Description

    About the job:

    About Us:

    iXceed Solutions Founded on the grounds of innovation – iXceed Solutions, is a well-established end–to–end award-winning global Talent Solutions, Enterprise Services and Digital solutions provider to fortune 500 companies globally with footprints in UK, Poland, India, Germany & UAE. Our primary focus is providing Top Talent, Digital and Enterprise Solutions in Technology, IT Consulting, Engineering Consulting domains across variety of industries. For more information, please visit

    Role- Service Desk

    Location-London, UK (Onsite)

    Mode-5 days a week

    Employment- FTE

    JOB DETAILS

    Primary Skill Service Desk

    User query issue handling Ensuring user queries or issues are captured validated and triaged for further processing

    Communicating with users Ensuring that various types of information are communicated to users through the appropriate channel s

    Optimization Ensuring improvement of the two previous processes through analysis reviews and reporting as well as through automation competence building knowledge sharing and other organizational changes

    Identify and diagnose issues and problems

    Categorize and record reported queries and provide solutions

    Support problem identification

    Advise users on appropriate course of action

    Monitor issues from start to resolution

    Escalate if needed unresolved problems to a higher level of support

    Provide essential online security advice and support

    Systematically interprets user problems and identifies solutions and possible side effects

    Uses experience to address user problems and interrogates database for potential solutions

    Escalates complex or unresolved incidents

    Records and tracks issues from outset to conclusion

    During change acts systematically to respond to day by day operational needs and react to them avoiding service disruptions and maintaining coherence to SLA and information security requirements

    Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate

    Maintains records informs users about the process and advises relevant persons of actions taken



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