Service Desk L1 Support

2 months ago

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 handling on the Service Desk
- o Liaise with the Service Manager
- o Help with the development and issuance of Service Desk Operational Reports
- o 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
- Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
- Attend voice calls
- Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
- Use Remote Desktop to assist the end users as required.
- Good Knowledge on O365 products.
- 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.
- 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.

**Job Type**: Temporary contract
Contract length: 6 months

**Salary**: £80.00-£85.00 per day

Schedule:

- Day shift

**Experience**:

- service desk: 1 year (preferred)

Work authorisation:

- United Kingdom (preferred)

Work Location: On the road

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