Alamy Ltd Hiring for Service Desk Administrator – IT Services at Thiruvananthapuram, Kerala Full Time

Full Job Description
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 assistancePerform remote troubleshooting through diagnostic techniques and pertinent questionsOwn change management and incident review meetingsWork with other resolver group to improve the processes of Incident Management and request fulfilmentCommunicate 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 systemsResponds 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 informationPass on any feedback or suggestions by customers to the appropriate internal teamEscalate, if needed, unresolved problems to a higher level of supportIdentify and suggest possible improvements to proceduresResolve the incident on the first call and restore service as quickly as possible whenever/wherever its applicableShould be able to understand the problem and find the right expert that can provide a timely resolutionClose 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 businessEnsure the availability of the Major incident records
Incident Management Reporting
Review events, problem management, major incident records, and the incident resolutionsMaintain technical documentation and service catalogue on the installation of software, the configuration of hardwareConduct the incident review meetingsReport repeated incidents to the problem management team for root cause analysisRecommend improvements based on Incident and alerts trends
Key Internal Contacts
All staff, including UK, US, India and AustraliaIT teams in UK and IndiaDevelopment/Project team in UK and India
Decision making
Responsible for daily workflow in accordance with prioritiesEscalate to IT Services Manager complex problems or incidentsWere looking for someone with:
Technical skills
Proven experience as a help desk technician or other customer support role or toolsExcellent time management aids and should be able to set priorities when covering multiple issuesGood understanding of computer systems, PC repair, and network management, remote support toolsAbility to deploy, configure, and support operating systems on desktops. is a plusBasic knowledge of AD, Remote Desktop Services, Office 365, Windows 10, etc is a plusAbility to diagnose and resolve basic technical issues is a plusBasic knowledge of IT security
Personal skills
Passionate about IT and how technical solutions add value to the businessGood written and spoken English with the ability to effectively communicate with all areas of the businessRelishes the challenge of complex problem solvingAdaptable and happy to get involved in all tasksEnjoys understanding and keeping ahead of new technologiesCustomer oriented and cool tempered