Service Desk Specialist

Role-Service Desk with VIP experience

Mode-5 Days from Moorgate

Type-FTE

Job Summary

Seeking a Service Desk Engineer with 5 to 7 years of experience to provide expertlevel support and ensure efficient IT service management within the Service Desk team

Job Description

Serve as a key member of the Service Desk team within the SERVICE DESK skill cluster family Utilize extensive knowledge of Service Desk processes to manage and resolve incidents and service requests efficiently Act as a point of escalation for complex technical issues and ensure timely resolution Collaborate with crossfunctional IT teams to maintain high service quality and customer satisfaction Monitor and report on service desk performance metrics to identify areas for improvement Maintain documentation related to service desk procedures and knowledge base articles Support continuous improvement initiatives to enhance service delivery and operational efficiency

Roles and Responsibilities

Provide expertlevel support for Service Desk operations ensuring adherence to defined processes and SLAs Diagnose troubleshoot and resolve issues related to hardware software and network services Manage incident lifecycle from identification through resolution and closure Communicate effectively with endusers to understand their issues and provide timely updates Coordinate with vendors and other IT teams for problem resolution and service requests Train and mentor junior service desk staff to build team capabilities Participate in change management and problem management activities to reduce recurring incidents Ensure compliance with IT policies standards and best practices

Skills

Mandatory Skills : Jira Service Desk, Servicedesk, Windows Server