Service Desk with VIP

Summary: Seeking a Junior Consultant with 1 to 3 years of experience to provide efficient Service Desk support and ensure timely resolution of IT service requests and incidents. The role involves delivering high-quality support, managing service requests, and collaborating with teams to improve IT service management. The consultant will also participate in knowledge sharing and process improvement initiatives while adhering to ITIL frameworks.

Key Responsibilities:

• Deliver high-quality Service Desk support to promptly address user issues and service requests.
• Manage IT service requests and incidents using standard tools and processes.
• Collaborate with cross-functional teams to improve IT service management and implement best practices.
• Continuously update technical knowledge related to Service Desk operations and emerging technologies.
• Ensure adherence to ITIL frameworks and maintain service level agreements (SLAs).
• Participate in knowledge sharing, documentation, and process improvement initiatives to support team performance.
• Manage and resolve incidents and service requests logged through Service Desk platforms ensuring high customer satisfaction.
• Monitor and maintain IT service operations to prevent service disruptions.
• Communicate effectively with users to provide updates and guidance on issue resolution.
• Escalate unresolved problems to higher levels of support when necessary.
• Participate in shift rotations and on-call support to ensure 24/7 service availability.
• Provide advice on online security and best practices to end users.
• Maintain accurate records of all Service Desk activities in compliance with ITIL processes.
• Support continuous improvement within the Service Desk team by contributing to process enhancement and knowledge sharing.

Key Skills:

• 1 to 3 years of experience in Service Desk support.
• Knowledge of ITIL frameworks.
• Ability to manage IT service requests and incidents.
• Strong communication skills for effective user interaction.
• Experience in monitoring and maintaining IT service operations.
• Ability to participate in shift rotations and on-call support.
• Knowledge of online security best practices.
• Experience with documentation and process improvement initiatives.

Salary (Rate): undetermined

City: London Area

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: Entry Level

Industry: IT