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Service Desk Shift Lead

3 months ago

Birmingham, Birmingham, United Kingdom Code Convergence ltd 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 Management, 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
    SLAs, escalate the unresolved
    Incidents/ problems / Service / Change requests as per the escalation mechanism
  • Good Knowledge on
    O365 products
  • Monitor the
    Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure.
  • 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.
  • Good Knowledge on ZOHO
    ITSM tool.

Certifications

Soft Skills
:

  • Should possess excellent customer handling skills
  • Ability to handle unforeseen situations
  • High level of acceptance and understanding in dealing with end users and situations

Job Type
:

Permanent

Schedule:

  • 8 hour shift

Experience
:

  • ITIL: 1 year (preferred)
  • Desktop support: 8 years (preferred)
- service desk: 8 years (preferred)

Work authorisation:

  • United Kingdom (preferred)

Work Location:
On the road