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 –
Ticket Logging
- First point of contact for receiving user-reported issues via telephone, email, chat and in person
- Respond to alerts generated by event management systems
- Create and update Tickets
- Ensure sufficient level of information captured in the ticket
- Classify and Categorise
- Agree impact and urgency with user
Ticket Resolution
- Search knowledgebase for available resolutions
- Provide first time fix/request fulfillment based on available knowledge articles
- Assign ticket to resolver team
Ticket Management
- Proactively seek updates from resolvers
- Proactively update users with ticket updates
- Ensure resolved tickets are closed with appropriate closure information
- Escalate tickets using the escalation process where requested
Major Incident Handling
- Follow the Major Incident Management Process
- Incident Escalation
- Facilitate bridge calls
- Incident Communication
- Capture actions and outcomes
- Facilitate Major Incident Reviews
- Capture and assign actions.
Problem Management
- Identify recurring incident and create problem tickets
- Follow the problem management process for assigning and reporting on problems
- Ensure known issues and workarounds are documented and linked to problem tickets
Change Management
- Facilitate Change Advisory Board meetings and ensure appropriate attendees are invited
- Ensure change requests are fully completed
- Document outcomes of CAB meetings
Service Management Reporting
- Maintain management reports related to ticket trends
- Adherence to SLAs
- Open and aged tickets by resolver team
- Provide insights and suggestions based on the service reports