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Job Post Details

Service Desk Roles (1. Service Desk Lead/ 2.Service Desk Analysts) - job post

FalconSmartIT
Birmingham B35
Permanent

Job details

Job type

  • Permanent

Shift and schedule

  • Rotating shift

Location

Birmingham B35

Full job description

Job Title: Service Desk Roles (1 Service Desk Lead/ 2 Service Desk Analysts)

Job Location: Birmingham, UK/ Onsite

Job Type: Permanent




Job Description:

  • Minimum 2 to 3 years of experience in handling calls / emails in in a international help desk is must
  • Good understanding and hands-on experience of Incident Management process / prioritization and categorization of incidents is important

Skills Required

  • Excellent Communication skills (spoken and written)
  • Handling the voice calls
  • ITIL process on Incident Management and Service Request fulfilment
  • Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket
  • Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
  • Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
  • Basic L1 level troubleshooting of the 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 the relevant information relating to an incident.
  • Proactive problem management is an added advantage.
  • Track the incidents/service requests/ problem tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems as per the escalation mechanism, analyze the ticket trend 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 the end users as required.
  • Ability to efficiently and effectively understand the end users technical requirements, solid trouble shooting, problem solving and analytical skills, excellent pro-active verbal skills and communication skills.

Willingness to work in a rotational shift 24*7*365




Regards,

Rachana

rachana@falconsmartit.com

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