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Dabster Systems
,
Birmingham, West Midlands
Service Desk-Birmingham
Overview
Job Description
* Location: Birmingham * No of positions: 2 * Type of employment: TP * Duration of contract: 6 months (contract to hire) * Rates: £85/day max all inclusive • Incident management • Providing, Phone, email and chat support to end users • User access management • Documenting the issue, resolution and maintaining the Knowledgebase • Creating and maintaining the knowledgebase about the issues that they are handling. • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. • Vendor Management • Support and document Installations, moves, adds, and changes (IMACs) • Metrics and reporting • Should be able to work in an on-site/off-shore model - ensuring seamless communication with the offshore team to achieve service Levels • Able to work well with little direction and in a team atmosphere • Ability to triage effectively under pressure (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases