Service Desk Specialist

ZipRecruiter; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading workforce solutions company seeks a Service Desk Specialist in London. The role involves handling user queries, optimizing processes, and ensuring timely resolutions to issues. The ideal candidate will have 3-5 years experience in a similar capacity.

Qualifications

• 3-5 years experience in a Service Desk role.
• Ability to handle user queries and optimize processes.
• Strong communication skills.

Responsibilities

• Capture, validate, and triage user queries.
• Communicate information effectively to users.
• Identify and diagnose issues systematically.
• Monitor issues until resolution.

Skills

User query issue handling

Communication

Process optimization

Problem identification

Monitoring issues

Job description

Job Description

About Us:-

Net2Source Inc. is one of the fastest-growing certified global workforce solutions companies, experiencing an unprecedented YoY growth of over 100% for the last 6 years. We work with Fortune 1000/Global 2000 companies across 34 countries and 5 continents, including North America, South America, Europe, Asia, Australia, and the Middle East.

About the Role:-

Role - Service Desk Specialist

Primary Skill - Service Desk - 3-5 years

Mode - 5 days from office

Type - FTE

Location - London, UK

Job Description:

1. User query issue handling: Ensuring user queries or issues are captured, validated, and triaged for further processing.
2. Communicating with users: Ensuring that various types of information are communicated to users through appropriate channels.
3. Optimization: Improving processes through analysis, reviews, reporting, automation, competence building, knowledge sharing, and organizational changes.
4. Identify and diagnose issues and problems.
5. Categorize and record reported queries and provide solutions.
6. Support problem identification.
7. Advise users on appropriate courses of action.
8. Monitor issues from start to resolution.
9. Escalate unresolved problems to higher support levels if needed.
10. Provide online security advice and support.
11. Interpret user problems systematically and identify solutions and potential side effects.
12. Use experience to address problems and interrogate databases for solutions.
13. Escalate complex or unresolved incidents.
14. Record and track issues from outset to conclusion.
15. Respond to operational needs during change, avoiding service disruptions and maintaining SLA and security requirements.
16. Respond promptly to common service requests, providing information and allocating unresolved calls appropriately.
17. Maintain records, inform users about the process, and advise relevant persons of actions taken.