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Service Desk Specialist
3 weeks ago
A global technology consulting and digital solutions client of ours is looking for a Service Desk Specialist to join their growing team in the UK. Below are more details of the position - You could be just the right applicant for this job Read all associated information and make sure to apply. Ideal Qualifications
- Primary Skill Service Desk
- User query issue handling Ensuring user queries or issues are captured validated and triaged for further processing
- Communicating with users Ensuring that various types of information are communicated to users through the appropriate channel s
- Optimization Ensuring improvement of the two previous processes through analysis reviews and reporting as well as through automation competence building knowledge sharing and other organizational changes
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate if needed unresolved problems to a higher level of support
- Provide essential online security advice and support
- Systematically interprets user problems and identifies solutions and possible side effects
- Uses experience to address user problems and interrogates database for potential solutions
- Escalates complex or unresolved incidents
- Records and tracks issues from outset to conclusion
- During change acts systematically to respond to day-by-day operational needs and react to them avoiding service disruptions and maintaining coherence to SLA and information security requirements
- Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate
- Maintains records informs users about the process and advises relevant persons of actions taken
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