Service desk analyst
Posted 1 week ago by ST Global Tech LLC
Negotiable
Undetermined
Onsite
Watford, England, United Kingdom
Summary: The Service Desk Analyst role is a completely onsite position based in Watford, UK, requiring candidates to be the first point of contact for IT-related issues. The analyst will handle incidents and requests, ensuring they are logged in the ITSM tool while adhering to ITIL processes. The position involves troubleshooting IT problems and maintaining service desk operations across various contact modalities. Candidates should have a strong understanding of ITIL processes and excellent communication skills.
Key Responsibilities:
- Work as part of the 11x7 Shift system on the IT Service Desk
- Receive and handle requests for service, following agreed procedures
- Provide 1st line support: troubleshooting of IT related problems
- Promptly allocate calls as appropriate
- Log incidents and service requests and maintain relevant records
- Identify and classify incident types and service interruptions
- Record incidents cataloging them by symptom and resolution
- Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
- Ensure SLAs are maintained
- Assign tickets which are out of scope to Service Desk/Other Teams
- Coordinate tickets that cross organizational boundaries to ensure customer satisfaction
Key Skills:
- 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
- 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
Salary (Rate): undetermined
City: Watford
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Role: Service desk analyst
Role Type: Completely Onsite
No of Positions: 2
Location: Watford, UK
Type of employment: TP- 6 months contract
We need candidates who have shorter notice period or can start early
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
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.