Alamy Looking for Service Desk Administrator – IT Services at Technopark, Kerala

Location

Technopark

Type of Contract

Full Time Permanent

Job Overview

The Service Desk Administrator will be the single point of contact between the Alamy IT Service team and the end users for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require.

Your Responsibilities Include (not limited to)

1. Incident Management Support
   • Serve as the first point of contact for customers reporting issues and other technical assistance.
   • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
   • Own change management and incident review meetings.
   • Work with other resolver groups to improve the processes of Incident Management and request fulfilment.
   • Communicate with users to keep them informed of progress, impending changes, agreed-on outages, and other notifications.
2. Incident Logging and Categorization
   • Proactive response to alerts and events through monitoring systems.
   • Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
   • Maintain an accurate and up-to-date log of each incident that is reported, including the category/type of incident.
   • Organize and prioritize incidents based on the level of disruption that they cause.
   • Properly allocate the resources to the handling of the most critical incidents.
3. Incident Resolution
   • Follow-up for customer updates and record the information.
   • Pass on any feedback or suggestions by customers to the appropriate internal team.
   • Escalate unresolved problems to a higher level of support if needed.
   • Identify and suggest possible improvements to procedures.
   • Resolve incidents on the first call and restore service as quickly as possible whenever applicable.
   • Understand the problem and find the right expert that can provide a timely resolution.
   • Close resolved incidents, requests, and other calls.
4. Handling of Major Incidents
   • React by rapidly escalating the issue, recruiting 2nd/3rd-level support if needed, and issuing timely communications and status updates to users/Incident Manager/to the business.
   • Ensure the availability of the Major incident records.
5. Incident Management Reporting
   • Review events, problem management, major incident records, and incident resolutions.
   • Maintain technical documentation and service catalogue on the installation of software, the configuration of hardware.
   • Conduct incident review meetings.
   • Report repeated incidents to the problem management team for root cause analysis.
   • Recommend improvements based on Incident and alerts trends.
6. Key Internal Contacts
   • All staff, including UK, US, India, and Australia.
   • IT teams in UK and India.
   • Development/Project team in UK and India.
7. Decision Making
   • Responsible for daily workflow in accordance with priorities.
   • Escalate complex problems or incidents to IT Services Manager.

We’re Looking for Someone With:

Technical Skills

• Proven experience as a help desk technician or other customer support role.
• Excellent time management skills and ability to set priorities when covering multiple issues.
• Good understanding of computer systems, PC repair, and network management, remote support tools.
• Ability to deploy, configure, and support operating systems on desktops is a plus.
• Basic knowledge of AD, Remote Desktop Services, Office 365, Windows 10, etc. is a plus.
• Ability to diagnose and resolve basic technical issues is a plus.
• Basic knowledge of IT security.

Personal Skills

• Passionate about IT and how technical solutions add value to the business.
• Good written and spoken English with the ability to effectively communicate with all areas of the business.
• Relishes the challenge of complex problem solving.
• Adaptable and happy to get involved in all tasks.
• Enjoys understanding and keeping ahead of new technologies.
• Customer-oriented and cool-tempered.