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Service Desk Operations Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Hexaware Technologies Full time

About Us

At Hexaware Technologies, we are a leading global IT Services company, dedicated to driving digital transformation and innovation for businesses around the world. Founded in 1990, Hexaware has grown into a global trusted partner for enterprises, offering comprehensive AI empowered services including IT Consulting, Application Development, Infrastructure and Cloud Management and Business Process services.


Our Culture

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.


What We're Looking For

We're seeking a highly skilled Service Desk Operations Specialist to join our team. As a Service Desk Operations Specialist, you will be responsible for owning overall responsibility for Incident and Service Request process handling on the Service Desk, liaising with the Service Manager, and helping with the development and issuance of Service Desk Operational Reports.


Key Responsibilities

  • Manage Service Desk activities, including 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.
  • Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues.
  • 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.
  • Good Knowledge and proven skills in Vendor Management.
  • Good Knowledge on 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 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.


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 including 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.