1st Line Support Service Desk

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, 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 SLA, 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.

**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:

- Day shift

**Experience**:

- Desktop support: 5 years (preferred)
- service desk: 5 years (preferred)

Work authorisation:

- United Kingdom (preferred)

Work Location: On the road



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