Desktop Support Analyst-L1
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.