Role :Technical Service Desk
Location :Westhill, Aberdeen(Onsite)
Duration: Full-time
* Graduate with 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
* Owning overall responsibility for Incident and Service Request process handling on the Service Desk
* Liaise with the Service Manager
* Help with the development and issuance of Service Desk Operational Reports
* 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
* Analyze 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 require
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