Desktop Support Analyst-L1

Technopride Ltd; Watford; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading technology solutions provider in Watford is seeking a Service Desk Analyst-L1 to serve as the first point of contact for IT related issues. The ideal candidate will have strong communication skills and a solid understanding of ITIL processes. Responsibilities include troubleshooting IT problems, logging incidents in the ITSM tool, and coordinating service requests. A graduate degree and Service Desk experience are mandatory, along with preferred ITIL V3/V4 certifications. This contract role offers a diverse work environment.

Qualifications

• Graduate with ITIL certification and Service Desk experience.
• Experience in communication with executive staff members.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Handle requests for service and provide first line support.
• Log incidents and service requests in the ITSM tool.
• Monitor queues to ensure SLAs are maintained.
• Coordinate tickets that cross organizational boundaries.

Skills

Strong organization skills

Excellent communication skills

Ability to deliver polished presentations

Multi-tasking and prioritizing work

Education

Graduate degree, preferably B.Tech/B.E

ITIL V3/V4 Certification

MCP/MSCE/MSCA certification

Job description

We are looking to hire Service Desk Analyst-L1 role for one of our client in Watford,Uk location. This is a contract role.

Please find the JD

JD for the role:

To perform the activities associate is required to be the first point of contact for all IT related issues, to ensure that all incidents and requests follow processes and are logged in the ITSM tool. Have very good understanding of ITIL Processes, Process knowledge of Incident/Request/change/problem. You will have to minimize the impact of IT incidents by resolving first time where possible. Resource will be a part of general operations of service desk and will be cross leveraged to any of the contact modalities like Phone & Chat to cater the incoming contacts at service desk.

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

Requirements

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.