Service Desk Analyst
2 weeks ago
• Role: Service desk analyst
• Role Type: Completely Onsite
• No of Positions: 2
• Location: Watford, UK
• 6 months contract
• We need candidates who have shorter notice period or can start early
Essential Duties and Responsibilities
• Work as part of the 11x7 Shift system on the IT Service Desk
• Receives and handles requests for service, following agreed procedures.
• 1st line support: troubleshooting of IT related problems
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records:
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
Skills and Abilities
• Strong organization skills and ability to multi-task and prioritize work
• Excellent communication skills with the ability to work with executive staff members both internally and externally
• Ability to deliver engaging, polished, and professional presentations to internal and external audiences
• Excellent written and verbal communication and presentation skills
Education / Expertise
• Must be a Graduate. B.Tech/B.E or any other technical degree preferred
• English Service Desk experience is mandatory
• Preferred MCP/MSCE/MSCA certification
Preferred ITIL V3/V4 Certified engineer.
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