Technical Architect - Service Desk English - 156518

Hexaware Technologies (Rio de Janeiro, Brasil) Publicado 21 dias atrás

Desk Analyst L1 –

Primary Skills

ü Graduate with Minimum 3+ years of experience in service Desk

ü 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:

o Owning
overall responsibility for Incident and Service Request process handling on the
Service Desk

o Liaise with
the Service Manager

o Help with
the development and issuance of Service Desk Operational Reports

o Liaise with
the designated Change lead as requested

ü Logging and
triaging the incidents in ITSM for all the end user related incidents, service
requests, problems etc

ü Triage the
tickets to respective Workplace Services, Applications Services Team and the
Infrastructure Operations Team members based on the ticket severity and

ü 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

ü Analyse the
ticket trend and provide reports with improvement actions, create basic
documents and knowledgebase articles.

ü Attend
voice calls

ü Good Documentation
skills on the technical, process, ticket status and other relevant updates
suggested by the Quality Lead on the ticket.

ü Use Remote
Desktop to assist the end users as required.

ü Good
Knowledge on O365 products.

ü Monitor the
Incident Management queue, Assigning/Reassigning and follow up of tickets as
per standard procedure

ü Experience
in executing the service request raised in the ticketing tool as per the SOPs
provided to the team.

ü Basic level
troubleshooting of the issues like desktop application and access, network,
printer, Active Directory, O365 and email related issues

ü Monitor the
Incident Management queue and update the incident management system with all
the relevant information relating to an incident.

ü Proactive
problem management is an added advantage.

ü Good
Knowledge and proven skills in Vendor Management

ü Good
Knowledge on ZOHO ITSM tool

Soft Skills

ü Should possess excellent customer handling skills

ü Ability to handle unforeseen situations

ü High level of acceptance and understanding in dealing with end users
and situations


ü Candidate to be ITIL certified

Technical Architect - Service Desk English - 156518

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