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Title: Technical Service Desk
Location: Aberdeen, UK
Employment Type: Full time Employment
Work mode :Onsite
Key word: Service Desk,ITSM
Job Description
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: o Owning overall responsibility for Incident and Service Request process handling on the Service Desk o Liaise with the Service Manager o Help with the development and issuance of Service Desk Operational Reports o 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 ? Analyse 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 required
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