Found Description
As a Service Desk analyst, you will act as a first and single point of contact for all IT related issue Dealing with incoming calls (Phone EmailWeb and Chat) in a professional, courteousmanner Correctly logging incidentsRequest, categorizing and prioritizing, Initial Triage andassigning them to the correct team (if not First time Fix (FTF)) in line with the definedprocedures. Ensuring all IncidentsRequest are progressed cleared within SLA escalating to otherinternal and external teams as appropriate Managing Incidents through their entire lifecycle from the first point of contact throughto resolution, proactively keeping the customer informed of progress Diagnosing and resolving problems to the customers satisfaction Maintain and develop own knowledge and skills to assist with first time fault resolution Identify and escalate repeat issues or service risks into service management teams Sharing knowledge with team colleagues and conducting training sessions for the newhire Creating Know...