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Service Desk Operations Specialist
2 months ago
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- Incident Management: Own overall responsibility for Incident and Service Request process handling on the Service Desk, including logging and triaging incidents in ITSM for all end-user related incidents, service requests, problems, etc.
- Ticket Triage: Triage tickets to respective Workplace Services, Applications Services Team, and the Infrastructure Operations Team members based on ticket severity and priority.
- Problem Management: Analyze ticket trends and provide reports with improvement actions, create basic documents, and knowledgebase articles.
- Communication: Liaise with the Service Manager, designated Change lead, and other stakeholders as required.
- Documentation: Maintain accurate and detailed records of all incidents, service requests, and problems, including technical, process, and ticket status updates.
- Technical Skills: Possess good knowledge of O365 products, ZOHO ITSM tool, and basic level troubleshooting of desktop application and access, network, printer, Active Directory, O365, and email-related issues.
- Soft Skills: Demonstrate excellent customer handling skills, ability to handle unforeseen situations, and high level of acceptance and understanding in dealing with end-users and situations.
- Graduate with a minimum of 3+ years of experience in service desk operations.
- 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.
- Competitive salary.
- Company pension scheme.
- Comprehensive health insurance.
- Flexible and hybrid working options.
- 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. We do not discriminate based on race, color, 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.
