Service Desk Analyst
Posted 1 day ago by iXceed Solutions
Negotiable
Inside
Onsite
Watford, England, United Kingdom
Summary: The Service Desk Analyst role at iXceed Solutions involves being the first point of contact for IT-related issues, ensuring incidents and requests are logged in the ITSM tool. The position requires a strong understanding of ITIL processes and aims to minimize the impact of IT incidents through effective troubleshooting. The analyst will work as part of a shift system and will handle various contact modalities, including phone and chat. This role is based in Watford, UK, and is classified as inside IR35.
Key Responsibilities:
- Act as the first point of contact for all IT-related issues.
- Log incidents and requests in the ITSM tool following established processes.
- Provide 1st line support by troubleshooting IT-related problems.
- Allocate calls appropriately and maintain relevant records.
- Identify and classify incident types and service interruptions.
- Monitor queues to ensure SLAs are maintained and assign tickets for resolution.
- Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
Key Skills:
- Strong organizational skills with the ability to multi-task and prioritize work.
- Excellent communication skills for interaction with executive staff.
- Ability to deliver polished and professional presentations.
- Excellent written and verbal communication skills.
- Graduate with a technical degree preferred (B.Tech/B.E).
- Mandatory English Service Desk experience.
- Preferred MCP/MSCE/MSCA certification.
- Preferred ITIL V3/V4 certification.
Salary (Rate): undetermined
City: Watford
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
About Us: Founded on the grounds of innovation – iXceed Solutions , is an ISO certified, leader in Talent and Digital recruitment solutions, serving fortune 100 companies globally. We have many global accolades to our credit – UK Enterprise Awards - HR Tech Startup of the year- Europe - 2022, UK IT Awards - Leading Talent & Digital Solutions of the Year 2022, Titan Awards- Entrepreneur of the Year -2023, Asia fastest growing HR tech companies in 2023, Iconic Brand of the Year in Staffing & Recruitment 2023, Top 4 The Most prominent Talent solutions firm to work with in 2024, Hottest HR Tech Startup by Business World, The Greatest Brands & Leaders Asia & GCC -2020 -2021 by AsiaOne and many more. Website : www.ixceed-solutions.com LinkedIn URL : https://www.linkedin.com/company/ixceed-solutions
Role: Service Desk Analyst
Work Location: Watford, UK (Onsite)
Type of employment: Inside IR35 Contract
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.