Service Desk Shift Lead

2 weeks ago


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



  • Birmingham, United Kingdom Code Convergence ltd Full time

    **Primary Skills**: - Graduate with Minimum 2+ years of experience in service Desk - Excellent communication and conversation skills in English with a Versant Score of 70 - Good Knowledge of Incident, Change and Problem Management **Manage Service Desk activities, including**: - o Owning overall responsibility for Incident and Service Request process...


  • 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...


  • Birmingham, United Kingdom Falconsmartit Full time

    3 days 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...


  • Birmingham, United Kingdom FalconSmartIT Full time

    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...


  • Birmingham, United Kingdom Charles Simon Associates Ltd Full time

    **Service Desk Analyst - (Service Desk, Active Directory, AD, Windows, Server, MS Exchange, o365) - Permanent - Home Based** Charles Simon Associates are currently looking for a Service Desk Analyst on a permanent basis for our prestigious client. **Location**: Home Based with some travel **Salary**: £27,000 per annum D.O.E **Skills/Requirements for the...


  • Birmingham, United Kingdom Counter Terrorism Policing Full time

    *Senior Service Desk Analyst - Counter Terrorism Policing HQ* *£32,194 to £34,452 plus a Location allowance of £1,721. You will receive £32,194 the band minimum. Progress to the band maximum of £34,452 will be via incremental progression.* *Location: Birmingham - Close to the NEC / Birmingham Airport* *Behind Counter Terrorism Policing’s (CTP)...


  • Birmingham, United Kingdom Jumar Solutions Full time

    IT Service Desk Analyst £200 per day - Inside IR35 via Umbrella Location: Birmingham, West Midlands - Full time onsite 5 days per week - Excellent transport links Midlands based Service Desk resources are required to work on our financial services client's thriving desk until 17/9/24. The Service Desk Analyst will be required to cover the...


  • Birmingham, United Kingdom Bethnal Full time

    IT Service Desk Analyst 200 per day - Inside IR35 via Umbrella Location: Birmingham, West Midlands - Full time onsite 5 days per week - Excellent transport links Midlands based Service Desk resources are required to work on our financial services client's thriving desk until 17/9/24. The Service Desk Analyst will be required to cover the following- ...


  • Birmingham, United Kingdom Hexaware Technologies Full time

    Job Description Service Desk Analyst (French Speaking) Job Description Experience: 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...


  • Birmingham, United Kingdom Infoplus Technologies UK Limited Full time

    Language: Required English + French speaking associateLike the look of this opportunity Make sure to apply fast, as a high volume of applications is expected Scroll down to read the complete job description.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...


  • Birmingham, United Kingdom Infoplus Technologies UK Limited Full time

    Language: Required English + French speaking associateExperience: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...


  • Birmingham, United Kingdom Infoplus Technologies UK Limited Full time

    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...


  • Birmingham, United Kingdom Infoplus Technologies UK Limited Full time

    Job DescriptionLanguage: Required English + French speaking associateExperience: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...


  • Birmingham, United Kingdom Infoplus Technologies UK Limited Full time

    Language: Required English + French speaking associateExperience: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...


  • Birmingham, United Kingdom Infoplus Technologies UK Limited Full time

    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...


  • Birmingham, United Kingdom Infoplus Technologies UK Limited Full time

    Language: Required English + French speaking associateExperience: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...


  • Birmingham, United Kingdom Infoplus Technologies UK Limited Full time

    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...

  • Service Desk Analyst

    4 weeks ago


    Birmingham, United Kingdom Hexaware Technologies Full time

    Service Desk Analyst (French Speaking) Job DescriptionExperience: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...

  • Service Desk Analyst

    4 weeks ago


    Birmingham, United Kingdom Hexaware Technologies Full time

    Service Desk Analyst (French Speaking) Job DescriptionExperience: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...

  • Service Desk Analyst

    4 weeks ago


    Birmingham, United Kingdom Hexaware Technologies Full time

    Service Desk Analyst (French Speaking) Job DescriptionExperience: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...