Service Desk Shift Lead
2 weeks ago
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
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