Service Desk Specialist
Posted 1 day ago by Infinity Quest
Negotiable
Undetermined
Undetermined
Westhill, Scotland, United Kingdom
Summary: The Service Desk Specialist role requires a graduate with a minimum of 3 years of experience in service desk operations. The position involves managing service desk activities, including incident and service request handling, while ensuring effective communication and documentation. The specialist will also analyze ticket trends and collaborate with various teams to ensure timely resolution of issues. Strong English communication skills and a Versant Score of 70 are essential for this role.
Key Responsibilities:
- Own overall responsibility for Incident and Service Request process handling on the Service Desk.
- Liaise with the Service Manager and designated Change lead as requested.
- Help with the development and issuance of Service Desk Operational Reports.
- Log and triage incidents in ITSM for all end-user related incidents, service requests, and problems.
- Triage tickets to respective Workplace Services, Applications Services Team, and Infrastructure Operations Team members based on ticket severity and priority.
- Track incidents/service requests/problem and Change tickets to ensure resolution within SLA.
- Escalate unresolved incidents/problems/Service/Change requests as per the escalation mechanism.
- Analyze ticket trends and provide reports with improvement actions.
- Create basic documents and knowledgebase articles.
- Attend voice calls and maintain good documentation skills on technical, process, ticket status, and other relevant updates.
- Use Remote Desktop to assist end users as required.
Key Skills:
- Minimum 3 years of experience in service desk operations.
- Excellent communication and conversation skills in English with a Versant Score of 70.
- Good knowledge of Incident, Change, and Problem Management.
- Strong documentation skills.
- Ability to analyze ticket trends and provide actionable reports.
- Experience with ITSM tools.
- Proficiency in using Remote Desktop for user assistance.
Salary (Rate): undetermined
City: Westhill
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Graduate with Minimum 3+ years of experience in service Desk Excellent communication and conversation skills in English with a Versant Score of 70 ü Good Knowledge of Incident, Change and Problem Management ü 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.