Service Desk Analyst L1
3 maanden geleden
Service Desk Analyst L1
- Primary Skills
- Graduate with Minimum 3+ years of experience in service Desk
- Excellent communication and conversation skills in English with a Versant Score of 70
- Good Knowledge of Incident, Change and Problem Management
- Manage Service Desk activities, including:
- Owning overall responsibility for Incident and Service Request process handling on the Service Desk
- Liaise with the Service Manager
- Help with the development and issuance of Service Desk Operational Reports
- Liaise with the designated Change lead as requested.
- Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
- Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority.
- Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism.
- Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
- Attend voice calls.
- Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
- Use Remote Desktop to assist the end users as required.
- Good Knowledge on O365 products.
- 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.
- 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.
- Good Knowledge and proven skills in Vendor Management
- Good Knowledge on ZOHO ITSM tool
Soft Skills
- Should possess excellent customer handling skills
- Ability to handle unforeseen situations
- High level of acceptance and understanding in dealing with end users and situations
Certifications
**Job Type**: Contract
Contract length: 6 months
**Experience**:
- ServiceDesk: 3 years (preferred)
- ITSM tools: 3 years (preferred)
**Language**:
- Dutch (preferred)
License/Certification:
- ITIL (preferred)
Work authorization:
- Netherlands (preferred)
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