Service Desk Admin - IT Services
Brief description :
The Service Desk team is the single point of contact between the Alamy IT Services team and the end users reporting issues and requiring technical assistance. As a junior member in the team, the service desk admin is responsible for overseeing the day-to-day activities of IT service-desk operations to ensure users and business teams receive the support they require.
Responsibilities
Incident Management Support
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Own change management and incident review meetings.
- Communicate with users to keep them informed of progress, impending changes, agreed-on outages, and other such notifications. Incident Logging and Categorization.
- Proactive response to alerts and event through monitoring systems.
- Maintain an accurate and up-to-date log of each incident that is reported, including the category/type of incident.
- Follow-up for customer updates and record the information.
- Resolve the incident on the first call and restore service as quickly as possible whenever/wherever its applicable.
- React by rapidly escalating the issue, recruiting 2nd/3rd-level support if needed and issuing timely communications and status updates to users/Incident Manger/to the business.
- Maintain technical documentation and service catalogue on the installation of software, the configuration of hardware.
- Report repeated incidents to the problem management team for root cause analysis.
Preferred skills
Required Technical skills
- Proven experience as a help desk technician or other customer support role or tools is mandatory.
- Excellent time management aids and should be able to set priorities when covering multiple issues.
- Good understanding of computer systems, PC repair, and network management, remote support tools.
- Ability to deploy, configure, and support operating systems on desktops. is a plus.
- Knowledge of AD, Remote Desktop Services, Office 365, Windows 10, etc. is preferred.
- Ability to diagnose and resolve basic technical issues is a plus.
- Basic knowledge of IT security.
- Organize and prioritize incidents based on the level of disruption that they cause.
- Excellent Communication.
