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 of any ITSM tool