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Service Desk Operations Specialist
2 months ago
At Hexaware Technologies, we are a leading global IT Services company, dedicated to driving digital transformation and innovation for businesses around the world. Our diverse team of over 30,000 professionals across 30 countries is driven by a shared passion for innovation and excellence.
We foster a collaborative environment where creativity and continuous learning are encouraged, enabling our employees to thrive and grow. Our people-centric culture and commitment to sustainability are at the heart of everything we do.
Key Responsibilities
- Manage Service Desk activities, including incident and service request process handling, and owning overall responsibility for incident and service request process handling on the Service Desk.
- Liaise with the Service Manager and help with the development and issuance of Service Desk Operational Reports.
- Log and triage incidents in ITSM for all end-user-related incidents, service requests, problems, etc.
- Triage tickets to respective Workplace Services, Applications Services Team, and Infrastructure Operations Team members based on ticket severity and priority.
- Track incidents/service requests/problems and Change tickets to ensure resolution within SLA, escalate unresolved incidents/problems/service/Change requests as per the escalation mechanism.
- Analyze ticket trends and provide reports with improvement actions, create basic documents and knowledgebase articles.
- Attend voice calls and use Remote Desktop to assist end-users as required.
- Monitor the Incident Management queue, assigning/reassigning, and follow-up of tickets as per standard procedure.
- Experience in executing service requests raised in the ticketing tool as per SOPs provided to the team.
- Basic-level troubleshooting of issues like desktop applications and access, network, printer, Active Directory, O365, and email-related issues.
- Monitor the Incident Management queue and update the incident management system with all relevant information relating to an incident.
Requirements
- Graduate with a minimum of 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 is a plus.
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.
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.
