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    Service Desk Analyst - Birmingham, United Kingdom - Hexaware Technologies

    Hexaware Technologies
    Hexaware Technologies Birmingham, United Kingdom

    1 week ago

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    Description

    Job Description

    Service Desk Analyst (French Speaking)

    Job Description

    Experience:

    • 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 French (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.
    • Willingness to work in a rotational shift 24*7*365.
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