Service Desk Roles (1. Service Desk Lead / 2.Service Desk Analysts)

FalconSmartIT; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading IT service provider in Birmingham is seeking candidates for Service Desk roles, including a Lead and Analysts. Applicants should have at least 2-3 years of experience in handling calls and emails in an international help desk environment. Key skills include knowledge of the ITIL process, excellent communication, and willingness to work in rotational shifts. This is a permanent position with significant responsibilities in incident and service request management.

Qualifications

• Minimum 2 to 3 years of experience in an international help desk.
• Good understanding of Incident Management process.
• Experience in executing service request or ticketing tools.

Responsibilities

• Handle calls and emails effectively.
• Monitor and manage incident management queue.
• Track incidents and ensure resolution within SLA.

Skills

Excellent Communication skills

Handling voice calls

ITIL process knowledge

Technical documentation skills

Basic troubleshooting skills

Proactive problem management

Remote Desktop usage

Analytical skills

Job description

Job Title : Service Desk Roles (1 Service Desk Lead / 2 Service Desk Analysts)

Job Location : Birmingham, UK / Onsite

Job Type : Permanen t

Job Description

• 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 (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, elevate 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 24/365
• 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.

Willingness to work in a rotational shift 24/365

Regards,

Rachana

[e-mail]