Job Title : Service Desk Administrator - IT Services
Location : Thiruvananthapuram, Kerala
Company : Alamy Ltd
Salary :
Open Date : 2023-01-16
Close Date : 2023-05-16

Your responsibilities involve (not limited to) the following

Incident Management Support

• Serve as the first point of contact for customers reporting issues and other technical assistance
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Own change management and incident review meetings
• Work with other resolver group to improve the processes of Incident Management and request fulfilment
• 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
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Maintain an accurate and up-to-date log of each incident that is reported, including the category/type of incident.
• Organize and prioritize incidents based on the level of disruption that they cause.
• Properly allocate the resources to the handling of the most critical incidents.

Incident Resolution

• Follow-up for customer updates and record the information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Escalate, if needed, unresolved problems to a higher level of support
• Identify and suggest possible improvements to procedures
• Resolve the incident on the first call and restore service as quickly as possible whenever/wherever its applicable
• Should be able to understand the problem and find the right expert that can provide a timely resolution
• Close resolved incidents, requests, and other calls

Handling of Major Incidents

• 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
• Ensure the availability of the Major incident records

Incident Management Reporting

• Review events, problem management, major incident records, and the incident resolutions
• Maintain technical documentation and service catalogue on the installation of software, the configuration of hardware
• Conduct the incident review meetings
• Report repeated incidents to the problem management team for root cause analysis
• Recommend improvements based on Incident and alerts trends

Key Internal Contacts

• All staff, including UK, US, India and Australia
• IT teams in UK and India
• Development/Project team in UK and India

Decision making

• Responsible for daily workflow in accordance with priorities
• Escalate to IT Services Manager complex problems or incidents

Work Location

• Technopark, Trivandrum

Were looking for someone with:

Technical skills

• Proven experience as a help desk technician or other customer support role or tools
• 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
• Basic knowledge of AD, Remote Desktop Services, Office 365, Windows 10, etc is a plus
• Ability to diagnose and resolve basic technical issues is a plus
• Basic knowledge of IT security

Personal skills

• Passionate about IT and how technical solutions add value to the business
• Good written and spoken English with the ability to effectively communicate with all areas of the business
• Relishes the challenge of complex problem solving
• Adaptable and happy to get involved in all tasks
• Enjoys understanding and keeping ahead of new technologies
• Customer oriented and cool tempered

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