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Service Desk Roles (1. Service Desk Lead/ 2. Service Desk Analysts), Birmingham
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Client:
FalconSmartIT
Location:
Birmingham, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
4a95ba01c4a7
Job Views:
19
Posted:
13.08.2025
Expiry Date:
27.09.2025
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Job Description:
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 an international help desk environment is required.
* Good understanding and hands-on experience of Incident Management process, including prioritization and categorization of incidents.
Skills Required
* Excellent communication skills (spoken and written).
* Handling voice calls.
* Knowledge of ITIL processes related to Incident Management and Service Request fulfillment.
* Ability to document technical issues, process updates, ticket status, and other relevant information as suggested by the Quality Lead.
* Monitoring the Incident Management queue, assigning/reassigning tickets, and following up as per standard procedures.
* Executing service requests raised in the ticketing tool according to SOPs.
* Basic L1 troubleshooting skills for issues like desktop, network, printer, Active Directory, O365, Lotus Notes, and email-related issues.
* Monitoring the incident queue and updating the incident management system with relevant incident details.
* Proactive problem management is an advantage.
* Tracking incidents, service requests, and problem tickets to ensure resolution within SLA, escalating unresolved issues, analyzing ticket trends, and providing reports with improvement actions.
* Creating basic documentation and knowledgebase articles.
* Willingness to work in rotational shifts 24/7/365.
* Using Remote Desktop to assist end users as required.
* Understanding end-user technical requirements, troubleshooting, problem-solving, analytical skills, and excellent verbal and communication skills.
Willingness to work in a rotational shift 24*7*365
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