Service desk analyst
Watford, UK
6 months contract
Onsite
JD for the role:
To perform the activities associate is required to be the first point of contact for all IT related issues, to ensure that all incidents and requests follow processes and are logged in the ITSM tool. Have very good understanding of ITIL Processes, Process knowledge of Incident/Request/change/problem. You will have to minimize the impact of IT incidents by resolving first time where possible. Resource will be a part of general operations of service desk and will be cross leveraged to any of the contact modalities like Phone & Chat to cater the incoming contacts at service desk.
Essential Duties and Responsibilities
* Work as part of the 11x7 Shift system on the IT Service Desk
* Receives and handles requests for service, following agreed procedures.
* 1st line support: troubleshooting of IT related problems
* Promptly allocates calls as appropriate.
Logs incidents and service requests and maintains relevant records:
1. Identifies and classifies incident types and service interruptions
2. Records incidents cataloging them by symptom and resolution
3. Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
4. Monitoring queues to ensure SLAs are maintained.
5. Assigning the tickets w...