Role :Technical Service Desk
Location :Westhill, Aberdeen(Onsite)
Duration: Full-time
- Graduate with Minimum 3+ years of experience in service Desk .
- Excellent communication and conversation skills in English with a Versant Score of 70.
- Good Knowledge of Incident, Change and Problem Management
- Manage Service Desk activities, including
- Owning overall responsibility for Incident and Service Request process handling on the Service Desk
- Liaise with the Service Manager
- Help with the development and issuance of Service Desk Operational Reports
- Liaise with the designated Change lead as requested
- Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
- Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
- Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism
- Analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
- Attend voice calls
- Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
- Use Remote Desktop to assist the end users as require