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Sevice desk L2 support Technician
3 months ago
Service Desk Specialist - English (Full Time)
Workplace: United Kingdom
This position is for a Service Desk Specialist to provide end user support on Service Desk escalated tickets, managing user access tasks in Active Directory and Exchange/O365 environments.
Responsibilities:
- Troubleshoot Service Desk escalated issues.
- Handle User Access Management tasks.
- Document and manage incidents and work requests using the Ticketing system.
- Assign work orders/incidents to appropriate support teams and follow up until closure.
- Coordinate and manage relationships with vendors and support staff for problem resolution.
- Participate in cross-training and operational procedures development.
- Collaborate with Incident Management support staff to solve technical problems.
- Participate in help desk projects and internal assignments as needed.
- Manage user accounts across various platforms.
- Create and administer LAN accounts, email accounts for new users, and various shared resources.
- Standardize network resources and grant permissions based on client requirements.
- Ensure customers have appropriate access to support tools.
Technical Requirements:
- Phone support experience necessary.
- Understanding of ITIL processes.
- Ability to define and implement processes.
- Ability to conduct Root Cause Analysis.
- Experience in hardware/software/network problem diagnosis/resolution via telephone.
- Knowledge of Active Directory, Exchange, Microsoft 365, and more.
- Hands-on experience with ticketing tools, operating systems, and various applications.
Other Skills / Experience:
- Dedication to providing superior service.
- Ability to work in a team environment sharing information.
- Quick learner with flexibility to cover flexible hours.
- Customer Focus, Teamwork, Technical Expertise, Interpersonal Effectiveness, Concern for Order and Quality.
Soft Skills:
- Excellent communication skills.
- Fluency in English.
- Great customer handling skills.
- Ability to ensure customer satisfaction and acquire new information quickly.
- Good documentation skills.
Certification Requirements:
ITIL knowledge with a focus on Service Desk related modules.
Language Requirements:
Fluent English
Education:
3-4 yrs of University education post High school (B.Sc. or Diploma)
Experience:
2-3+ years of relevant help desk/service desk and user access management experience.
