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Damco Solutions
,
London, Greater London
Service Desk Agent
Overview
Job Description
Company Description Damco provides leading-edge IT services, outsourcing and business solutions to organizations worldwide enhancing business certainty, competitive advantage and innovation. For around two decades, Damco Solutions is helping enterprises to stay steadfast in a volatile business environment through its comprehensive portfolio of IT and IT-enabled services with a distinct focus on offshore software development, application management, product engineering, BPO and mobility services. Started as an offshore software development company, today Damco has established footprints in global markets with technology partnerships, worldwide customers and company marketing & sales offices. Damco capabilities have successfully extended to dedicated practice assemblies for Microsoft Dynamics, Mobilization, Cloud Computing and for Insurance and Publishing Industries. Job Description Job Description The candidate will have excellent communication skills (both written and verbal), experience of working with customers in the UK. They should have good knowledge in supporting basic technical issues (Win7, Outlook, email, office applications, etc). Ideally the candidate should be from a technical background. Should be a self-learner to look for possible solution(s) with given resources. If the candidate has supported iPhone/Blackberry/other mobile phones, that would be an added advantage. Main Job Tasks and Responsibilities Respond to requests for technical assistance in person, via phone, electronically. Diagnose and resolve technical hardware and software issues. Research the solution using available information resources. Advise user on appropriate action. Follow standard service desk procedures. Should have experience in using ticketing tools. Log all interactions with users and other support groups, in the tool. Administer help desk software, actively act on the notifications/alerts received via monitoring tools. Redirect incidents to appropriate resource or support groups. Identify and escalate situations requiring urgent attention. Track and route incidents, requests and document resolutions. Prepare activity reports and other reports as required for the job. Stay current with processes, system information, changes and updates. Has ITIL knowledge. Prior experience of IT Helpdesk/Service Desk is a MUST, ITIL (F) certification is an added advantage. Understands IT Outsourcing services and IT infrastructure terminology. Experience in call handling and troubleshooting tickets over the phone. Responsibilities: Job Description The candidate will have excellent communication skills (both written and verbal), experience of working with customers in the UK. They should have good knowledge in supporting basic technical issues (Win7, Outlook, email, office applications, etc). Ideally the candidate should be from a technical background. Should be a self-learner to look for possible solution(s) with given resources. If the candidate has supported iPhone/Blackberry/other mobile phones, that would be an added advantage. Main Job Tasks and Responsibilities Respond to requests for technical assistance in person, via phone, electronically. Diagnose and resolve technical hardware and software issues. Research the solution using available information resources. Advise user on appropriate action. Follow standard service desk procedures. Should have experience in using ticketing tools. Log all interactions with users and other support groups, in the tool. Administer help desk software, actively act on the notifications/alerts received via monitoring tools. Redirect incidents to appropriate resource or support groups. Identify and escalate situations requiring urgent attention. Track and route incidents, requests and document resolutions. Prepare activity reports and other reports as required for the job. Stay current with processes, system information, changes and updates. Has ITIL knowledge. Prior experience of IT Helpdesk/Service Desk is a MUST, ITIL (F) certification is an added advantage. Understands IT Outsourcing services and IT infrastructure terminology. Experience in call handling and troubleshooting tickets over the phone.