Alamy Looking for Service Desk Administrator – IT Services at Technopark, Kerala Full Time

Location Technopark

Type of Contract Full Time Permanent

The Service Desk Administrator will be the single point of contact between the Alamy IT Service team and the end users for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require.

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

We’re 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