Technical Service Desk

Role :Technical Service Desk

Location :Westhill, Aberdeen(Onsite)

Duration: Full-time

• 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
• 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
• Analyze 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 require