Service Desk Analyst

1 month ago

Birmingham, United Kingdom Falconsmartit Full time

1 day ago Be among the first 25 applicants

Job Location: Birmingham, UK

Language: Required English + French speaking associate

Experience

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

  • 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

Job Title: Service Desk Analyst

Job Type : Permanent

Job Location: Birmingham, UK

Language: Required English + French speaking associate

Experience

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

  • 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 in English and Norwegian (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.
Seniority level
  • Seniority level Entry level
Employment type
  • Employment type Full-time
Job function
  • Job function Information Technology
  • Industries IT Services and IT Consulting

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