Position: Service Desk Analyst
Location: Birmingham, England, United Kingdom
Qualifications
1. Graduate with a minimum of 3+ years of experience in Service Desk
2. Excellent communication and conversation skills in English with a Versant Score of 70
3. Good Knowledge of Incident, Change, and Problem Management
4. ITIL certified
Responsibilities
1. Manage Service Desk activities, including:
2. Owning overall responsibility for Incident and Service Request process handling on the Service Desk
3. Liaising with the Service Manager
4. Helping with the development and issuance of Service Desk Operational Reports
5. Liaising with the designated Change lead as requested
6. Logging and triaging incidents in ITSM for all end-user related incidents, service requests, problems, etc.
7. Triage tickets to respective Workplace Services, Applications Services Team, and Infrastructure Operations Team members based on ticket severity and priority
8. Track incidents/service requests/problem and Change tickets to ensure resolution within SLA, escalate unresolved incidents/problems/Service/Change requests as per the escalation mechanism
9. Analyse ticket trends and provide reports with improvement actions, create basic documents and knowledgebase articles
10. Attend voice calls
11. Good documentation skills on technical, process, ticket status, and other relevant updates suggested by the Quality Lead on the ticket
12. Use Remote Desktop to assist end users as required
13. Good knowledge of O365 products
14. Monitor the Incident Management queue, assigning/reassigning and following up on tickets as per standard procedure
15. Experience in executing service requests raised in the ticketing tool as per the SOPs provided to the team
16. Basic level troubleshooting of issues like desktop application access, network, printer, Active Directory, O365, and email-related issues
17. Monitor the Incident Management queue and update the incident management system with all relevant information relating to an incident
18. Proactive problem management is an added advantage
19. Good knowledge and proven skills in Vendor Management
20. Good knowledge of ZOHO ITSM tool
Soft Skills
1. Excellent customer handling skills
2. Ability to handle unforeseen situations
3. High level of acceptance and understanding in dealing with end users and situations
Employment Type
Full-time
Seniority Level
Mid-Senior level
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