Job ID-263163

  • 15 days ago
  • Job Applicant : 0

Service Desk Associate

Service Desk

Experience 1-2 Years

Birmingham, England, United Kingdom

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Job Skills

Service Desk English, Service Desk, IMS Workplace Services

Description

Responsibilities:
  • Document the technical, process, ticket status and other relevant updates suggested by the quality lead on the ticket.
  • Should be able to do ITIL process on Incident Management and Service Request fulfilment.
  • Monitor the Incident Management queue, Assigning/Reassigning and following up on tickets as per standard procedure.
  • Execute the service request raised in the ticketing tool as per the SOPs provided to the team.
  • Responsible to do basic L1 level troubleshooting for problems relating to email, desktop, network, printer, Active Directory, O365 and Lotus Notes.
  • Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
  • Track the incidents/service requests/problem tickets to ensure resolution within SLA, escalate the unresolved incidents/problems as per the escalation mechanism.
  • Analyze the ticket trend, provide reports with improvement actions, create basic documents and knowledgebase articles.
  • Use Remote Desktop to assist the end users as required.
  • Ability to efficiently and effectively understand the end user's technical requirements.


The Role Offers
  • An outstanding opportunity to re-imagine, redesign, and apply technology to add value to the business and operations.


Essential Skills
  • Hands-on experience in the Incident Management process, prioritization and categorization of incidents is must.
  • Should have excellent written, verbal communication skills in French and English.


Essential Qualification
  • Any bachelor's/master’s degree is a must.

equal opportunity employer

Hexaware is an equal opportunity employer, and makes hiring decisions on the basis of merit and business needs.

Hexaware complies with applicable federal, state, and local laws governing nondiscrimination in employment at every facility and location. Hexaware does not unlawfully discriminate on the basis of race, color, religion, sex (which includes sexual harassment, gender harassment and harassment based on pregnancy, childbirth, or related medical conditions), sexual orientation, creed, citizenship, marital status, age, national origin, ancestry, disability, veteran status, or any other characteristics protected by applicable laws. In addition, the Company prohibits the harassment of any individual on any basis. 


Reasonable accommodation will be made to the physical and mental limitations of qualified applicants, within the constraints imposed by business necessity and reasonable financial costs.


For any reasonable accommodation request or challenges in filling up the job application, please reach-out to careersupport@hexaware.com

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Service Desk Associate

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Our Employee Value Proposition

At Hexaware, you are encouraged to challenge yourself to achieve your potential and propel your growth.

We trust and empower you to disrupt the status quo and innovate for a better future. You will experience an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together

Our Purpose Statement

Creating Smiles through great people and technology

Hexaware Wins 3 Awards at the Brandon Hall Group Awards 2022