Service Desk Administrator

**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