Service Desk Analyst

3 maanden geleden


The Hague, Nederland N Consulting Ltd Voltijd

Location: Amsterdam, Netherlands(Onsite)

 

  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:

o   Owning overall responsibility for Incident and Service Request process handling on the Service Desk

o   Liaise with the Service Manager

o   Help with the development and issuance of Service Desk Operational Reports

o   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.

  Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 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.

  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

  Candidate to be ITIL certificate


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