Role : Technical Service Desk
Location : Westhill, Aberdeen (Onsite)
Duration: Full-time
Graduate with a minimum of 3+ years of experience in Service Desk.
Excellent communication and conversation skills in English with a Versant Score of 70 or above.
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 develop and issue Service Desk Operational Reports.
Liaise with the designated Change lead as required.
Log and triage incidents in ITSM for all end-user related incidents, service requests, problems, etc.
Triaging tickets to the respective teams based on severity and priority.
Track incidents, service requests, problems, and change tickets to ensure resolution within SLA; escalate unresolved issues as per escalation procedures.
Analyze ticket trends, provide reports with improvement actions, and create basic documentation and knowledgebase articles.
Attend voice calls as needed.
Maintain good documentation on technical issues, process updates, ticket status, and other relevant information.
Use Remote Desktop to assist end users as required.
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