Desktop Support Analyst-L1

Watford - UK

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

We are looking to hire Service Desk Analyst-L1 role for one of our client in WatfordUk location. This is a contract role.

Please find the JD

JD for the role:

To perform the activities associate is required to be the first point of contact for all IT related issues to ensure that all incidents and requests follow processes and are logged in the ITSM tool. Have very good understanding of ITIL Processes Process knowledge of Incident/Request/change/problem. You will have to minimize the impact of IT incidents by resolving first time where possible. Resource will be a part of general operations of service desk and will be cross leveraged to any of the contact modalities like Phone & Chat to cater the incoming contacts at service desk.

Essential Duties and Responsibilities

Work as part of the 11x7 Shift system on the IT Service Desk
Receives and handles requests for service following agreed procedures.
1st line support: troubleshooting of IT related problems
Promptly allocates calls as appropriate.
Logs incidents and service requests and maintains relevant records:
Identifies and classifies incident types and service interruptions
Records incidents cataloging them by symptom and resolution
Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
Monitoring queues to ensure SLAs are maintained.
Assigning the tickets which are out of scope to Service Desk/Other Teams
Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Skills and Abilities

Strong organization skills and ability to multi-task and prioritize work
Excellent communication skills with the ability to work with executive staff members both internally and externally
Ability to deliver engaging polished and professional presentations to internal and external audiences
Excellent written and verbal communication and presentation skills

Requirements

Education / Expertise

Must be a Graduate. or any other technical degree preferred
English Service Desk experience is mandatory
Preferred MCP/MSCE/MSCA certification

Preferred ITIL V3/V4 Certified engineer.

Required Skills:

Education / Expertise Must be a Graduate. or any other technical degree preferred English Service Desk experience is mandatory Preferred MCP/MSCE/MSCA certification Preferred ITIL V3/V4 Certified engineer.

We are looking to hire Service Desk Analyst-L1 role for one of our client in WatfordUk location. This is a contract role.Please find the JDJD for the role:To perform the activities associate is required to be the first point of contact for all IT related issues to ensure that all incidents and reque...

We are looking to hire Service Desk Analyst-L1 role for one of our client in WatfordUk location. This is a contract role.

Please find the JD

JD for the role:

Essential Duties and Responsibilities

Work as part of the 11x7 Shift system on the IT Service Desk
Receives and handles requests for service following agreed procedures.
1st line support: troubleshooting of IT related problems
Promptly allocates calls as appropriate.
Logs incidents and service requests and maintains relevant records:
Identifies and classifies incident types and service interruptions
Records incidents cataloging them by symptom and resolution
Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
Monitoring queues to ensure SLAs are maintained.
Assigning the tickets which are out of scope to Service Desk/Other Teams
Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Skills and Abilities

Strong organization skills and ability to multi-task and prioritize work
Excellent communication skills with the ability to work with executive staff members both internally and externally
Ability to deliver engaging polished and professional presentations to internal and external audiences
Excellent written and verbal communication and presentation skills