Role :Service Desk Analyst
Location: Birmingham, UK
Duration: Contract
Is it Onsite/Remote/Hybrid: Complete Onsite at Central Birmingham
Please note that this role is shift based 7 days a week (5 days working) - rotational shift and shift timings are between 6am to 10pm.
Job Description:
· 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 (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