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IT Service Desk Support Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Hexaware Technologies Full time
Service Desk Analyst

At Hexaware Technologies, we are a leading global IT Services company, dedicated to driving digital transformation and innovation for businesses around the world.

We pride ourselves on our people-centric culture and commitment to sustainability. 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.

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
  • 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

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 Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket
  • Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team
  • Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
  • Candidate to be ITIL certified

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

We are an equal opportunities employer and welcome applications from all qualified candidates.