Service Desk Analyst

Job Name:  Service Desk Analyst

Location: Amsterdam, Netherlands (Onsite)

Job Type: Contract (6 months)

Note- ITIL Certification is mandate.

Job Description-

Primary Skills

•  Graduate with Minimum 3+ years of experience in service Desk
•  Excellent communication and conversation skills in English with a Versant Score of 70
•  Good Knowledge of Incident, Change and Problem Management
•  Manage Service Desk activities, including:
•   Owning overall responsibility for Incident and Service Request process handling on the Service Desk
•   Liaise with the Service Manager
•   Help with the development and issuance of Service Desk Operational Reports
•   Liaise with the designated Change lead as requested.
•  Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
•  Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority.
•  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.
•  Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
•  Attend voice calls.
•  Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
•  Use Remote Desktop to assist the end users as required.
•  Good Knowledge on O365 products.
•  Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
•  Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
•  Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
•  Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
•  Proactive problem management is an added advantage.
•  Good Knowledge and proven skills in Vendor Management
•  Good Knowledge on ZOHO ITSM tool

Soft Skills

• Should possess excellent customer handling skills
• Ability to handle unforeseen situations
•  High level of acceptance and understanding in dealing with end users and situations

Certifications

Candidate to be ITIL certified

Regards,

Priya

priyas@falconsmartit.com