Job Title: Service Desk Roles (1 Service Desk Lead/ 2 Service Desk Analysts)
Job Location: Birmingham, UK/ Onsite
Job Type: Permanent
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
Regards,
Rachana
rachana@falconsmartit.com