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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