Skills

Communication Monitoring Presentation Skills Organization

Job Specifications

Role: Service desk analyst
Role Type: Completely Onsite
No of Positions: 5
Location: Watford, UK
Type of employment: TP- 6 months contract
We need candidates who have shorter notice period or can start early

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

Education / Expertise

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

About the Company

ST Global Tech LLC is all about helping you make the right decision about the right technical support for the right fineness in Management utilities at any time in a firm are standing. We believe that knowledge exists so as to be shared. We want to create opportunities that will ensure individual as well as total growth of a firm, by devising the use of their resources to the fullest. We hope to empower today’s and future leaders with technical cognizant to make them sound decision makers. STG is a dedicated to work with ST... Know more