Service Desk

22 hours ago

Reading, Reading, United Kingdom DELTACLASS TECHNOLOGY SOLUTIONS LIMITED Full time

JD for the role:

Essential Duties and Responsibilities

  • Work as part of the 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 required

· Technical Service Desk background

· Familiarity with ServiceNow

· Multi-Lingual effective and fluent communication in language(s) (Native/almost native) French, Spanish, Italian

· Excellent Customer service skills. 

· Demonstrate ability to troubleshoot and research application issues. 

· Ability to explain technical information to End Users with effective verbal and written communication. 

· Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly. 

· Adhere to Service Desk processes and procedures. 

· Present a positive, effective, and flexible contribution to achieving team targets and objectives.  

· Highly effective Team player: 

o       Openly and willingly shares ideas, knowledge, and expertise. 

o       Communicates constructively. 

o       Willingness to learn new skills and be open to consider different ideas and alternatives.

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