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Service Desk Operations Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Hexaware Technologies Full time
Job Title: Service Desk Analyst

We are seeking a highly skilled 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 incident and service request process handling, liaison with the Service Manager, and development of Service Desk Operational Reports.
  • Log and triage incidents in ITSM, track tickets to ensure resolution within SLA, and escalate unresolved incidents as per the escalation mechanism.
  • Analyze ticket trends, provide reports with improvement actions, and create basic documents and knowledgebase articles.
  • Attend voice calls, use Remote Desktop to assist end-users, and possess good documentation skills.
  • Monitor the Incident Management queue, assign/reassign tickets, and follow up as per standard procedure.
  • Experience in executing service requests raised in the ticketing tool and basic level troubleshooting of desktop application and access, network, printer, Active Directory, O365, and email-related issues.
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 is a plus.
What We Offer:
  • 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.
  • 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.