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Service Desk Roles (1. Service Desk Lead/ 2. Service Desk Analysts), Birmingham
Client: FalconSmartIT
Location: Birmingham, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 4a95ba01c4a7
Job Views: 6
Posted: 24.04.2025
Expiry Date: 08.06.2025
Job Description:
Job Title: Service Desk Roles (1 Service Desk Lead/ 2 Service Desk Analysts)
Job Location: Birmingham, UK/ Onsite
Job Type: Permanent
Responsibilities:
* Minimum 2 to 3 years of experience in handling calls/emails in an international help desk is a must
* Good understanding and hands-on experience of Incident Management process, prioritization, and categorization of incidents is important
* Excellent communication skills (spoken and written)
* Handling voice calls
* ITIL process on Incident Management and Service Request fulfilment
* Documenting technical processes, ticket status, and other relevant updates suggested by the Quality Lead on the ticket
* Monitor the Incident Management queue, assigning/reassigning and following up on tickets as per standard procedure
* Experience in executing service requests raised in the ticketing tool as per the SOPs provided to the team
* Basic L1 level troubleshooting of issues like desktop, network, printer, Active Directory, O365, Lotus Notes, and email-related issues
* Monitor the Incident Management queue and update the incident management system with all relevant information relating to an incident
* Proactive problem management is an added advantage
* Track incidents/service requests/problem tickets to ensure resolution within SLA, escalate unresolved incidents/problems as per the escalation mechanism, analyze ticket trends, and provide reports with improvement actions, create basic documents and knowledgebase articles
* Willingness to work in a rotational shift 24*7*365
* Use Remote Desktop to assist end users as required
* Ability to efficiently and effectively understand end users' technical requirements, solid troubleshooting, problem-solving, and analytical skills, excellent proactive verbal skills, and communication skills
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