Service Desk with VIP
About Us:-
Net2Source Inc. is one of the fastest growing diversities certified global workforce solutions companies with an unprecedented YoY growth of over 100% for last 6 years working with Fortune 1000/Global 2000 across 34 countries and 5 continents including North America, South America, Europe, Asia, Australia, and Middle East.
About the Role:
Job Title – Service Desk with VIP
Location – London, UK
Mode of Work – Onsite (5 Days Onsite Per Week)
Type of Hiring – Fixed Term Employment (FTE)
Project Duration – 12 Months
Skills:
Mandatory Skills : Service Desk, VIP Support
Job Description:
- Deliver high-quality Service Desk support to promptly address user issues and service requests Manage IT service requests and incidents using standard tools and processes.
- Collaborate with cross functional teams to improve IT service management and implement best practices.
- Continuously update technical knowledge related to Service Desk operations and emerging technologies.
- Ensure adherence to ITIL frameworks and maintain service level agreements SLAs.
- Participate in knowledge sharing documentation and process improvement initiatives to support team performance.
Roles and Responsibilities:
- Manage and resolve incidents and service requests logged through Service Desk platforms ensuring high customer satisfaction.
- Monitor and maintain IT service operations to prevent service disruptions.
- Communicate effectively with users to provide updates and guidance on issue resolution.
- Escalate unresolved problems to higher levels of support, when necessary, participate in shift rotations and on call support to ensure 24/7 service availability.
- Provide advice on online security and best practices to end users Maintain accurate records of all Service Desk activities in compliance with ITIL processes.
- Support continuous improvement within the Service Desk team by contributing to process enhancement and knowledge sharing.