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Service Desk Analyst

5 months ago

Birmingham, United Kingdom FalconSmartIT Full time

Job Title: Service Desk Analyst

Job Type : Permanent

Job Location: Birmingham, UK


Language: Required English + French speaking associate


Experience:

Willingness to work in a rotational shift 24*7*365

• Minimum 2 to 3 years of experience in handling calls / emails in in a international help desk is must

• Good understanding and hands-on experience of Incident Management process / prioritization and categorization of incidents is important

Skills Required

• Excellent Communication skills in English and Norwegian (spoken and written)

• Handling the voice calls

• ITIL process on Incident Management and Service Request fulfilment

• Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket

• 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 L1 level troubleshooting of the issues like desktop, network, printer, Active Directory, O365, Lotus Notes 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.

• Track the incidents/service requests/ problem tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems as per the escalation mechanism, analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.

• Willingness to work in a rotational shift 24*7*365

• Use Remote Desktop to assist the end users as required.

• Ability to efficiently and effectively understand the end users’ technical requirements, solid trouble shooting, problem solving and analytical skills, excellent pro-active verbal skills and communication skills.