ServiceDesk

Job Title: ServiceDesk

Location: London UK

Permanent

Job description

Primary Skill Service Desk

User queryissue handling Ensuring user queries or issues are captured validated and triaged for further processing

Communicating with users Ensuring that various types of information are communicated to users through the appropriate channels

OptimizationEnsuring improvement of the two previous processes through analysis reviews and reporting as well as through automation competence building knowledge sharing and other organizational changes

Identify and diagnose issues and problems

Categorize and record reported queries and provide solutions

Support problem identification

Advise users on appropriate course of action

Monitor issues from start to resolution

Escalate if needed unresolved problems to a higher level of support

Provide essential online security advice and support

Systematically interprets user problems and identifies solutions and possible side effects

Uses experience to address user problems and interrogates database for potential solutions

Escalates complex or unresolved incidents

Records and tracks issues from outset to conclusion

During change acts systematically to respond to day by day operational needs and react to them avoiding service disruptions and maintaining coherence to SLA and information security requirements

Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate

Maintains records informs users about the process and advises relevant persons of actions taken

Skills

Mandatory Skills : Jira Service Desk Servicedesk Windows Server