Technical Architect - Service Desk English - 156518

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

Service
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
priority



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





Certifications

ü Candidate to be ITIL certified



Technical Architect - Service Desk English - 156518

Candidatar-se no site da empresa
Back to search page
;