Role: Service Desk Analyst
Location: Birmingham, UK
Duration: Contract
Is it Onsite/Remote/Hybrid: Complete Onsite at Central Birmingham
Please note that this role is shift-based 7 days a week (5 days working) - rotational shift and shift timings are between 6am to 10pm.
Job Description:
Minimum 2 to 3 years of experience in handling calls/emails in an international help desk is a must. Good understanding and hands-on experience of Incident Management process, prioritization, and categorization of incidents is important. Skills Required:
Excellent Communication skills (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 following up on 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 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 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 unresolved incidents/problems as per the escalation mechanism, analyze ticket trends, provide reports with improvement actions, and create basic documents and knowledgebase articles. Willingness to work in a rotational shift 24*7*365. Use Remote Desktop to assist end users as required. Ability to efficiently and effectively understand the end users’ technical requirements, solid troubleshooting, problem-solving, and analytical skills, excellent proactive verbal skills, and communication skills.
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Minimum 2 to 3 years of experience in handling calls/emails in an international help desk is a must. Good understanding and hands-on experience of Incident Management process, prioritization, and categorization of incidents is important. Skills Required:
Excellent Communication skills (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 following up on 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 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 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 unresolved incidents/problems as per the escalation mechanism, analyze ticket trends, provide reports with improvement actions, and create basic documents and knowledgebase articles. Willingness to work in a rotational shift 24*7*365. Use Remote Desktop to assist end users as required. Ability to efficiently and effectively understand the end users’ technical requirements, solid troubleshooting, problem-solving, and analytical skills, excellent proactive verbal skills, and communication skills.
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