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Service Desk Operations Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Hexaware Technologies Full time
About the Role

We are seeking a highly skilled and experienced Service Desk Analyst to join our team at Hexaware Technologies. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Manage Service Desk activities, including owning overall responsibility for Incident and Service Request process handling on the Service Desk
  • Liaise with the Service Manager and other teams to ensure seamless service delivery
  • Help with the development and issuance of Service Desk Operational Reports
  • 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 and provide technical support to end users
  • 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 and ZOHO ITSM tool
Requirements
  • 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
  • ITIL certification
  • Good Knowledge and proven skills in Vendor Management
What We Offer
  • Competitive Salary
  • Company Pension Scheme
  • Comprehensive Health Insurance
  • Flexible and hybrid working options dependent on Customer requirements
  • 24 days paid annual holidays + public holidays
  • Professional Development and Training Opportunities
  • Employee Assistance Program (EAP)
  • Diversity, Equity, and Inclusion Initiatives
  • Company Events and Team-Building Activities
Equal Opportunities Employer

Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race, colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.